Associate templates with workstreams

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

The session, notification, and application tab templates that you create need to be associated with a workstream, so that the omnichannel system uses the corresponding templates for an incoming conversation.

After a customer service representative (service representative or representative) accepts the conversation request, a session starts for which the session template is used. In the session, certain application tabs are required such as dashboard, knowledge article search, and case pages. These application tabs are configured using the application tab templates and are associated with a session.

Associate or modify templates with workstreams

After you create a workstream, you can modify the default templates that are attached to the workstream.

1. In the site map of Copilot Service admin center, select Workstreams under Support experience.

2. Select the workstream for which you want to modify the template, and expand the Show advanced settings section.

3. Select Edit beside Sessions, and on the Sessions panel that appears, select a template in the Default template list.

4. Select Save and close.

5. Select Edit for Customer service representative notifications, and on the Customer service representative notifications panel that appears, select a template for each of the following types of notifications:

   • Incoming unauthenticated
   • Incoming authenticated
   • Consult
   • Transfer
   • Supervisor assign
   • Returning Conversation (available for persistent chat workstreams only)

6. Select Save and close.

Related information

Manage session templates
Manage application tab templates
Manage notification templates