The live chat channel in Dynamics 365 Omnichannel for Customer Service is using the survey created in Dynamics 365 Customer Voice for post chat surveys. During initial testing, it appears as though (at least out of the box) the survey response can only be viewed within Dynamics 365 Customer Voice as anonymous.
Would it be possible to link the individual survey response from the respondent with the respective chat conversation record in Omnichannel directly? The use case here is that as a chat agent, I would like to be able to look at the customer's conversation history and be able to see any survey responses provided so that I know what survey feedback is tied to which customer contact while working in the Omnichannel application.
It would be great to have this capability on the roadmap, if it's not there already. Thank you!
Comments
I had to build a custom powerautomate to do this. You can get the chat id that spawned the survey, but it's stored in a field along with some other data. So you have to extrapolate that and then create a connection.yes I'd love it if I didn't have to do this.
Category: Live Chat
Administrator on 3/4/2024 5:06:11 PM
Thank you for this idea. We are monitoring it for further votes. If this idea gains traction, it will be considered in our future roadmap.
Jonathon Nelson
Product Manager, Microsoft