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CIF 1.0 and CIF 2.0: Single-Session and Multi-Session Integrations

Bright Pattern's Agent Desktop widget is embedded into Dynamics 365 through Microsoft's Channel Integration Framework (CIF). Two versions of the framework are supported, and they take different integration approaches:

  • CIF 2.0 is a multi-session integration used in Omnichannel for Customer Service or the Copilot Service workspace. Each interaction opens in its own Dynamics session. See Configuration Section C: Configure CIF 2.0

The CIF version numbers do not mean that one integration is better than the other. Choose the version that fits your agents' workflow and your Dynamics 365 environment. For more information, see Microsoft's Choose between Channel Integration Framework versions.

Comparison Overview

CIF 1.0 CIF 2.0
Integration approach Single-session Multi-session
Dynamics 365 app Unified Interface apps (e.g., Customer Service Hub, Sales, Field Service, Project Service, or custom apps) Omnichannel for Customer Service, Copilot Service workspace
Sessions No separate session is opened for each interaction Each interaction, including outbound calls, opens its own session. Screen pops and searches open as tabs inside it.
Controlling what opens N/A Session templates, set in the Channel Provider's Custom Parameters
Where it is configured Channel Integration Framework app > Active Channel Providers Copilot Service admin center > Workspaces > Agent experience profiles
Who gets the widget Users with the security roles selected in Select the Roles for the Channel Users assigned to the Agent experience profile linked to the Channel Provider
Universal Repeater Channel URL /agentdesktop/MicrosoftD365.jsp /agentdesktop/DynamicsOmnichannel.jsp
Comm Widget 2.0 Channel URL /agent/crmembedded/adapters/msdyn-omnichannel.html


Single-Session Integration (CIF 1.0)

In a CIF 1.0 integration, the Agent Desktop widget is embedded in the Unified Interface apps you select for the Channel Provider. The integration does not open a separate Dynamics session for each interaction.

CIF 1.0 is configured in the Channel Integration Framework app. Which users load the widget is determined by their Dynamics 365 security role, set in the Channel Provider's Select the Roles for the Channel field.

CIF 1.0 is suited for cases when:

  • Agents work in a single-session Dynamics 365 app, such as Customer Service Hub, Sales, Field Service, or Project Service (or a custom app).
  • Agents handle one interaction at a time and stay on the current record throughout the interaction.
  • Your workflow requires that no additional Dynamics session opens when an interaction starts (for example, when agents place outbound calls from a record they already have open).

Multi-Session Integration (CIF 2.0)

CIF 2.0 is recommended when:

  • The Copilot Service workspace is in use or planned.
  • Agents handle several interactions at once, such as multiple chats, or a call alongside chats or SMS.
  • Each interaction's records are expected to stay grouped and close together when the interaction ends.

In all widget versions, including Communicator Widget 2.0, the Bright Pattern widget creates one Dynamics session for each interaction, including outbound calls. Other actions in the widget do not open new sessions: screen pops and record searches during an interaction open as tabs inside that interaction's session.

The interaction needs its own session because Dynamics only lets a channel provider open and work with records inside sessions that it created. Several integration features depend on it:

  • Screen pops and number search: Dynamics records, and search results for the dialed number, open inside the interaction's session.

  • Record context and activity history: the record the agent is working on is kept with the interaction, so activity can be linked to the right record.

  • Associated records and dial suggestions (Communicator Widget 2.0).

  • Switching between interactions: when an agent handles more than one interaction, Dynamics shows the matching records for whichever interaction is active.

This is also why a call cannot be placed in the session the agent is already working in: that session belongs to Dynamics, not to the integration.

Controlling what the session shows

The session cannot be removed, but you can control what it opens. The content of the session is set by a session template, which you assign to each interaction type in the Channel Provider's Custom Parameters. Configure the session template around your workflow. For steps, see Create Session and Application Tab templates.

Upgrading to Comm Widget 2.0

Comm Widget 2.0 is compatible with both CIF 1.0 and CIF 2.0, and the app package is the same for both. Upgrading the widget does not change the session behavior described above. Because users are assigned to the widget differently in each CIF version, there is a separate upgrade guide for each:

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