Omnichannel for Customer Service – Session Icons
Microsoft's Omnichannel for Customer Service allows agents to open sessions in the customer service workspace. By default, all conversation sessions have the same logo, but agents can customize session icons to quickly identify which sessions relate to which channels. Agents can use the "Session Icon" option in the session template and select a web resource that contains an image file. The image selected should be 130px x 130px, and the session type should be Generic. Custom session templates are required to change the icon. This is a simple feature that can be useful for agents dealing with multiple channels.
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