Revision as of 01:41, 13 February 2026

CRM Integrations

What is the Difference between the Universal Repeater and Communicator Widget?

Two widget types are available for integration in your CRM instance: Universal Repeater and Communicator Widget. Each widget type allows agents to access a limited subset of Agent Desktop features directly from the sidebar of your CRM instance.

The Universal Repeater offers basic call and chat options. It uses native CRM functionality to automatically add activity records to your CRM.

Communicator Widget after a call showing assorted records in the Records tab

The newer Communicator Widget is a more flexible alternative to the Universal Repeater. In addition to presenting call and chat options to agents, it enables custom workflows to process the activity data stored in CRM variables: for instance, $(associatedRecords), which stores an array of CRM records associated with an interaction by an agent, can be used to Associate Calls with Relevant Records in your CRM. Please note that data for interactions handled through the Communicator Widget is not automatically stored in your CRM by default; if you wish to automate activity record creation, you must first set up workflows to process and save this data to your CRM.

Note: Presently, Communicator Widget and Agent Desktop instances cannot be logged into at the same time. This functionality will be added in an upcoming Agent Desktop release.

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-= Microsoft Dynamics Integrations =
+= CRM Integrations =
 == What is the Difference between the Universal Repeater and Communicator Widget? ==
-Two widget types are available for integration in your Microsoft Dynamics instance: Universal Repeater and Communicator Widget. The legacy Universal Repeater provides call and chat functionality via a sidebar in your Microsoft Dynamics instance. The Communicator Widget improves on the Universal Repeater by allowing workflows to handle CRM data using variables such as $(associatedRecords), which stores an array of all CRM records associated with an interaction by an agent.
+Two widget types are available for integration in your CRM instance: Universal Repeater and Communicator Widget. Each widget type allows agents to access a limited subset of Agent Desktop features directly from the sidebar of your CRM instance.
-''Note: Presently,  Communicator Widget and Agent Desktop instances cannot be logged into at the same time. This functionality will be added in an upcoming Agent Desktop release.''
+[[File:Universal Repeater.png|alt=Universal Repeater dialer screen|none|thumb]]
-Specify the widget type during integration setup by entering one of the two URL formats below into the '''Channel URL''' field in [[5.19:Microsoft-dynamics-365-integration-guide/Configuration/EnableAgentDesktopIntegration|CIF 1.0]] (standard) or [[5.19:Microsoft-dynamics-365-integration-guide/Configuration/EnableSessionsAndChannels|CIF 2.0]] (Enterprise Dynamics, Customer Service Workspace).
-* '''Universal Repeater''': Set the Channel URL in the following format, where {BPCC_HOSTNAME} is your contact center URL domain, and {MSDYN_INSTANCE_NAME} is your Dynamics 365 domain address, which matches the domain of the Dynamics 365 URL address field.  <code><nowiki>https://{BPCC_HOSTNAME}/agentdesktop/MicrosoftD365.jsp?crmDomain={MSDYN_INSTANCE_NAME}.crm.dynamics.com</nowiki></code>  For example:  https://example.brightpattern.com/agentdesktop/DynamicsOmnichannel.jsp?crmDomain=org753e0c29.crm.dynamics.com
+The Universal Repeater offers basic call and chat options. It uses native CRM functionality to automatically add activity records to your CRM.
-* '''Communicator Widget''': Set the Channel URL in the following format, where {BPCC_HOSTNAME} is your contact center URL domain, and {MSDYN_INSTANCE_NAME} is your Dynamics 365 domain address, which matches the domain of the Dynamics 365 URL address field.  <code><nowiki>https://{BPCC_HOSTNAME}/agent/communicator/adapters/msdyn365.html?crmDomain={MSDYN_INSTANCE_NAME}.crm.dynamics.com</nowiki>.</code>  For example:  https://example.brightpattern.com/agent/communicator/adapters/msdyn-omnichannel.html?crmDomain=org753e0c29.crm.dynamics.com
+[[File:CommWidget Records 2.png|alt=Communicator Widget after a call showing assorted records in the Records tab|none|thumb|348x348px]]
+The newer Communicator Widget is a more flexible alternative to the Universal Repeater. In addition to presenting call and chat options to agents, it enables custom workflows to process the activity data stored in [[5.19:Workflow-builder-reference-guide/Variables#CRM Variables|CRM variables]]: for instance, ''$(associatedRecords)'', which stores an array of CRM records associated with an interaction by an agent, can be used to [[5.19:Workflow-builder-reference-guide/AssociatingCallswithRelevantMicrosoftDynamicsRecords|Associate Calls with Relevant Records]] in your CRM. Please note that data for interactions handled through the Communicator Widget is not automatically stored in your CRM by default; if you wish to automate activity record creation, you must first set up workflows to process and save this data to your CRM.
+''Note: Presently, Communicator Widget and Agent Desktop instances cannot be logged into at the same time. This functionality will be added in an upcoming Agent Desktop release.''