In this article i will explain how can you add a PowerApp to your agent dashboard so when your Agent is talking to customer he can perform the tasks in a PowerApps
(P.S. This simple trick can be used to integrate other web based apps as well)
So lets login into our Omnichannel Administration App, on the left side in the Agent Experience section; click on Applications Tab. And click new
The important piece here to select the Application Type as “ThirdPartyWebsite”. Press save.
Once yous saved it the Parameters options will become available. You would need to enter the power app url in the url secition
If your PowerApps support Param() function you can even pass the variables so Once the PowerApp is loaded the data from Omnichannel is passed to it.
Secondly you want to use the iframe paramter in the PowerApps URL so the top header is hidden
Example of a URL: (I am passing customer phone and customer name, phone will be populated if you are using pre chat survey or soft phone )
You can use some of the following Template slugs to pass
|The name of the customer who initiated the conversation.|
|The unique ID of a case. The system displays the case ID only if the case is linked to the conversation.|
|The title of the case. The system displays the title of the case only if the case is linked to the conversation.|
|The unique ID of a queue.|
|The language of the customer who initiated the conversation.|
|The device of the customer who initiated the conversation.|
|The name of the entity, if the notification is for an entity record.|
|The unique ID of the entity record, if the notification is for an entity record. To learn more, see Entity records routing.|
|The name of the entity (contact or account), if the customer is authenticated.|
|The unique ID of the entity (contact or account), if the customer is authenticated.|
|All the pre-chat survey questions that are configured for a work stream will have the slug name as the name of the question.|
So thats it. Now the question is how do i make my agent open this app in Omni Channel?
For this purpose i will go to Sessions on the left navigation in my Agent Experience section and then i will chose my one of the channel sessions. For example Chat Sessions
I will add a new Additional Tab and will find the Application Tab i just created in my first page of blog. You can specify whether this tab can be closed or not
Once that is configured this is all you need. Now when ever a new chat sessions is started the PowerApps will be loaded as a TAB.
And as you can see above the customer name is already populated from the chat.
If you want to know how to associate an incoming chat with a record from your customer or contact entity read here.