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Manage notification settings and templates | Microsoft Learn
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On the Templates tab, select New Notification Template in the Active Notifications Templates area. “Set to Yes to automatically assign the incoming conversation.” Note: This setting is in preview. More information: Enable automatic acceptance of conversations. General Autoaccept voice/chat calls This option is displayed only if Auto-assign work items is enabled. Set to Yes for a representative to automatically accept a conversation. The default value is No. Note: This setting is in preview. More information: Enable automatic acceptance of conversations. General Accept Button Specify a text for the accept button. This text appears for the representatives to accept a conversation request. The default value is Accept that changes to Open when the Auto-assign work items value is Yes. You can change the text as per your requirement. General Reject Button Set the toggle to yes if you want to show the reject button to representatives. After you set the toggle to Yes, the default label for the button appears. Reject Note: This is the default value. You can change the text as per your requirement. The Reject Button is disabled when the Auto-assign work items value is Yes. General Show desktop notifications Specify Always to show notifications always or When app is in background to show notifications only if the Copilot Service workspace isn't in focus. When app is in background Note: The default value is Never. To learn more, see Desktop notifications and Receive notifications when app is in background.
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service “When a notification is sent to a customer service representative (service representative or representative), it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification disappears, and accept and reject buttons.” As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own. A notification template is a combination of notification-related, reusable information. The template is used to configure what information needs to be displayed to the representatives and supervisors for an incoming conversation, escalation, transfer, or consult.
For optimal functioning of desktop notifications, make sure that you're using the latest supported browsers as specified in the system requirements. “Desktop notifications help ensure that representatives won't miss any conversation requests.” The representative minimizes the app.
For optimal functioning of desktop notifications, make sure that you're using the latest supported browsers as specified in the system requirements. “Based on your configuration, representatives can receive notification alerts on their desktop always or when the Copilot Service workspace app isn't in focus.” The representative minimizes the app.
When a notification is sent to a customer service representative (service representative or representative), it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification disappears, and accept and reject buttons. “The template is used to configure what information needs to be displayed to the representatives and supervisors for an incoming conversation, escalation, transfer, or consult.” Desktop notifications
Notification fields: “Case priority: Priority of the case such high or low.” Case title: Title of the case.
When a notification is sent to a customer service representative (service representative or representative), it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification disappears, and accept and reject buttons. “As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own.” Desktop notifications
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