Dynamics Community Forum Thread Details

How to buy add-on for Voice and Chat channel in Customer Service?

Hi team,

Please provide steps by step guide to buy add-on for voice and chat channels in D365 online.

Also, it will be a great help if we get example on configuring voice and chat channels in D365 online.

With regards,

Santosh

Categories:

Dynamics 365 Customer Service

Dynamics 365 Guides

Hey

In order to purchase AddOns you can go to Admin.Microsoft.com. If you have Global Administrator permissions, you should see a "billing > purchase services". There, you can search for Digital Messaging or Voice and you should see the right addOns:

However, this depends on how you have purchased your previous licenses. IF you are purchasing your regular (Dynamics) licenses using another methods (Volume LIcensing, Partner, etc), then you need to ask the person handling this to provide you with the licenses.

Once licenses are purchased on your tenant, you need to assign them to the users that you want to give access to Voice/Chat channels. A System Administrator on Dynamics should then proceed to configure the different channels. You start on https://learn.microsoft.com/en-us/dynamics365/contact-center/implement/provision-channels#set-up-channels. For voice, you'll additionally need a phoneNumber (either get a 60min trial or purchase one using Azure).

Perhaps, the most important part is that once you have a channel, you'll need to configure a Workstream (this is where you indicate that a channel will be handled by X users, Y queues, if it allows bots, how are records flowing through, etc). YOu can read more on https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams

Regards,

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