Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 2.0)

Introduced in DC2023.04.

Before continuing, complete the prerequisites in Prerequisites for CIF 2.0.

Add an Active Channel Provider for CIF2

  1. Navigate and login on Dynamics 365

  2. Open the My Apps list.

    Select the Copilot Service Admin Center

  3. Under Support experience click Workspaces. Then under ‘Third party voice channel provider’ click Manage.

  4. Click on +NEW and fill in the properties as per below.

    • Name: Dialogue Cloud WebAgent

    • Unique Name: a365_webagent

    • Label: Dialogue Cloud WebAgent

    • Channel URL * / **: https://webagent.anywhere365.io/?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      * Use the WebAgent URL for your connect model.

      Dialogue Cloud Neo (Connect)

      Global:

      https://webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      NORA

      https://nora-cus-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      https://nora-cus-2-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      https://nora-cus-3-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      EMEA

      https://emea-weu-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      https://emea-weu-2-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      https://emea-weu-3-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      APAC

      https://apac-eas-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      https://apac-eas-2-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      https://apac-eas-3-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      Dialogue Cloud Neo (Unify)

      EMEA

      https://app.emea.anywhere.now/login?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      APAC

      https://app.apac.anywhere.now/login?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      NORA

      https://app.nora.anywhere.now/login?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

      ** When CIF 1.0 and CIF 2.0 are used side-by-side, you must specify which CTI plugin to load.

      Introduced in DC2025.01

      Add the query-string parameter ?target-cti-plugin=DynamicsV2CTI (or prepend it with & if the URL already contains other parameters).

      Example: https://webagent.anywhere365.io/?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch&target-cti-plugin=DynamicsV2CTI

      For the CIF 1.0 Channel URL, use the plugin name configured for your environment. See Check your plugin name.

    • Enable Out Bound: Yes

    • Channel Order: 1

    • API Version: 2.0

    • Trusted Domain *: https://webagent.anywhere365.io/

    • * Use the WebAgent URL for your connect model.

      Dialogue Cloud Neo (Connect)

      Global:

      https://webagent.anywhere365.io

      NORA

      https://nora-cus-webagent.anywhere365.io

      https://nora-cus-2-webagent.anywhere365.io

      https://nora-cus-3-webagent.anywhere365.io

      EMEA

      https://emea-weu-webagent.anywhere365.io

      https://emea-weu-2-webagent.anywhere365.io

      https://emea-weu-3-webagent.anywhere365.io

      APAC

      https://apac-eas-webagent.anywhere365.io

      https://apac-eas-2-webagent.anywhere365.io

      https://apac-eas-3-webagent.anywhere365.io

      Dialogue Cloud Neo (Unify)

      EMEA

      https://app.emea.anywhere.now/login

      APAC

      https://app.apac.anywhere.now/login

      NORA

      https://app.nora.anywhere.now/login

    Save the configuration.

  5. Go back to Workspaces and select Manage under Experience profiles

  6. Click on + NEW and fill in the properties as per below.

    • Name: WebAgent profile

    • Unique name: a365_webagent_profile

    After creation, the profile will be opened automatically

  7. Under Users, assign agents that will be using the WebAgent

  8. Click Edit under Channel providers and select Dialogue Cloud WebAgent as the Third party voice channel provider.

Add WebAgent Application Tabs Templates

  1. Navigate to Support experience > Workspaces > Application tab templates > Manage

  2. Click on + NEW

    • Add WebAgentEntityRecord

      Name: WebAgentEntityRecord

      Unique Name: a365_webagententityrecord

      Title: {placeholder}

      Page Type: Entity Record

      Can close: Yes

    • Add WebAgentSearch

      Name: WebAgentSearch

      Unique Name: a365_webagentsearch

      Title: {customerName}

      Page Type: Search

      Can close: Yes

Add WebAgent Session Templates

  1. Navigate to Support experience > Workspaces > Session templates > Manage

  2. Click on +NEW

    • Add WebAgentSession

      Name: WebAgentSession

      Unique Name: a365_webagentsession

      Type: Generic

      Title: {customerName}

      Communication panel mode: Docked

      Anchor Tab: WebAgentSearch