To set up an omnichannel for customer service, navigate to the power platform admin center. Choose the environment.
In the left pane, expand Resources and select Dynamics 365 apps.
On the Dynamics 365 apps page, select the ellipsis for More application actions next to Omnichannel for Customer Service, then select Manage.
Select OK.
Select the Consent on behalf of your organization checkbox.
On the Manage Omnichannel Instances page, select Add Environment to add an environment. Omnichannel is set up for the organization environment that you add here.
Select the environment from the dropdown list and follow the instructions to enable multiple channels.
Chat: To enable chat, set Add chat? to yes and click next.
Enable Voice
Enable SMS
Add Social
Add Microsoft Teams
On the Confirmation page, verify your selections, and then select Finish to provision Omnichannel for Customer Service in your organization.
The setup can take several hours (2-3 hours).
After the setup is complete, the selected channels will be enabled in the environment.
Provide the Omnichannel access roles to the user.
Turn on Apps in Power apps
Omnichannel apps are installed but it is not turned on by default. It has to be turned on.
