Manage session templates in Dynamics 365 Channel Integration Framework 2.0

Session templates are a combination of attributes and application tab information that are reusable. You can manage session templates in Customer Service admin center.

When an agent accepts an incoming conversation request, a session is started. The system opens an application that you (an administrator) defined as Anchor Tab in the application tab panel. The Anchor Tab is not closable. Simultaneously, the system expands the communication panel for you to exchange messages with the customer.

Session templates are used to define a session experience like the one just described, such as:

• Which application must be opened as an anchor tab in the application tab panel.
• What additional application tabs must be opened when a session is started.
• What the default mode of the communication panel will be when a session is started.

You can use the out-of-the-box session templates, or you can create new ones. As an administrator, you can create multiple session templates in your environment.

• Chat - Default Session: This session template is used for any incoming conversation from the Chat channel.
• SMS - Default Session: This session template is used for any incoming conversation from the SMS channel.
• Entity routing - Default Session: This session template is used for a case and other entity record requests.

A session template is the place where, as an administrator, you need to define the anchor tab and additional application tabs that must open when a session starts.

Create a session template

To create or manage a session template, go to the agent experience profile. For more information, see Create a session template in the agent experience profiles documentation.

See also

App experience management overview
Manage application tab templates
Manage notification templates
Use automation dictionary to pass data parameter keys