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Conversation (msdyn_ocliveworkitem) table/entity reference (Microsoft Dynamics 365 Customer Service)

Tracks the interaction between the agents and customer

Note

The Microsoft Dynamics 365 Customer Service Conversation (msdyn_ocliveworkitem) table extends the Microsoft Dynamics 365 Conversation (msdyn_ocliveworkitem) table.

Messages

The following table lists the messages for the Conversation (msdyn_ocliveworkitem) table. Messages represent operations that can be performed on the table. They may also be events.

Name
Is Event?		 Web API Operation SDK for .NET
CCaaS_AcceptCall
Event: False		 CCaaS_AcceptCall action Learn to use messages with the SDK for .NET
CCaaS_AcceptPhoneCall
Event: False		 CCaaS_AcceptPhoneCall action Learn to use messages with the SDK for .NET
CCaaS_BargeInToCall
Event: False		 CCaaS_BargeInToCall action Learn to use messages with the SDK for .NET
CCaaS_CloseExternalSession
Event: False		 CCaaS_CloseExternalSession action Learn to use messages with the SDK for .NET
CCaaS_EndCall
Event: False		 CCaaS_EndCall action Learn to use messages with the SDK for .NET
CCaaS_EndPhoneCall
Event: False		 CCaaS_EndPhoneCall action Learn to use messages with the SDK for .NET
CCaaS_ExternalCallReject
Event: False		 CCaaS_ExternalCallReject action Learn to use messages with the SDK for .NET
CCaaS_ExternalCallTransfer
Event: False		 CCaaS_ExternalCallTransfer action Learn to use messages with the SDK for .NET
CCaaS_GetCallState
Event: False		 CCaaS_GetCallState action Learn to use messages with the SDK for .NET
CCaaS_HoldCall
Event: False		 CCaaS_HoldCall action Learn to use messages with the SDK for .NET
CCaaS_InitiateExternalTransfer
Event: False		 CCaaS_InitiateExternalTransfer action Learn to use messages with the SDK for .NET
CCaaS_PauseRecordingAndTranscription
Event: False		 CCaaS_PauseRecordingAndTranscription action Learn to use messages with the SDK for .NET
CCaaS_RejectExternalTransfer
Event: False		 CCaaS_RejectExternalTransfer action Learn to use messages with the SDK for .NET
CCaaS_ResumeRecordingAndTranscription
Event: False		 CCaaS_ResumeRecordingAndTranscription action Learn to use messages with the SDK for .NET
CCaaS_StartRecordingAndTranscription
Event: False		 CCaaS_StartRecordingAndTranscription action Learn to use messages with the SDK for .NET
CCaaS_StartTranscription
Event: False		 CCaaS_StartTranscription action Learn to use messages with the SDK for .NET
CCaaS_StopTranscription
Event: False		 CCaaS_StopTranscription action Learn to use messages with the SDK for .NET
CCaaS_UnholdCall
Event: False		 CCaaS_UnholdCall action Learn to use messages with the SDK for .NET

Customized columns/attributes

Microsoft Dynamics 365 Customer Service modifies the definition of columns/attributes defined in other solutions. Listed by SchemaName.

msdyn_channel

Changes from msdyn_channel (Microsoft Dynamics 365)

msdyn_channel Choices/Options

Value Label
19241000 Microsoft Teams
192300000 WhatsApp
192310000 LINE
192320000 WeChat
192330000 Facebook
192340000 SMS
192350001 Twitter
192350002 Custom
192360000 Live chat
192370000 Voice
192380000 Video
192390000 Co-browse
192400000 Screen sharing
192440000 Voice call
192450000 Apple Messages for Business
192450001 Google's Business Messages

msdyn_routableobjectid

Changes from msdyn_routableobjectid (Microsoft Dynamics 365)

Property Value
Targets msdyn_ocvoicemail

RegardingObjectId

Changes from RegardingObjectId (Microsoft Dynamics 365)

Property Value
Targets msdyn_bookingalertstatus, msdyn_bookingrule, msdyn_resourceterritory, msdyn_systemuserschedulersetting, msdyn_timegroup, msdyn_timegroupdetail

Many-to-One relationships

These relationships are many-to-one. Listed by SchemaName.

msdyn_bookingalertstatus_msdyn_ocliveworkitems

One-To-Many Relationship: msdyn_bookingalertstatus msdyn_bookingalertstatus_msdyn_ocliveworkitems

Property Value
ReferencedEntity msdyn_bookingalertstatus
ReferencedAttribute msdyn_bookingalertstatusid
ReferencingAttribute regardingobjectid
ReferencingEntityNavigationPropertyName regardingobjectid_msdyn_bookingalertstatus_msdyn_ocliveworkitem
IsHierarchical
CascadeConfiguration Archive: NoCascade
Assign: Cascade
Delete: Cascade
Merge: NoCascade
Reparent: Cascade
RollupView: NoCascade
Share: Cascade
Unshare: Cascade

msdyn_bookingrule_msdyn_ocliveworkitems

One-To-Many Relationship: msdyn_bookingrule msdyn_bookingrule_msdyn_ocliveworkitems

Property Value
ReferencedEntity msdyn_bookingrule
ReferencedAttribute msdyn_bookingruleid
ReferencingAttribute regardingobjectid
ReferencingEntityNavigationPropertyName regardingobjectid_msdyn_bookingrule_msdyn_ocliveworkitem
IsHierarchical
CascadeConfiguration Archive: NoCascade
Assign: Cascade
Delete: Cascade
Merge: NoCascade
Reparent: Cascade
RollupView: NoCascade
Share: Cascade
Unshare: Cascade

msdyn_ocliveworkitem_msdyn_ocvoicemail_msdyn_routableobjectid

One-To-Many Relationship: msdyn_ocvoicemail msdyn_ocliveworkitem_msdyn_ocvoicemail_msdyn_routableobjectid

Property Value
ReferencedEntity msdyn_ocvoicemail
ReferencedAttribute activityid
ReferencingAttribute msdyn_routableobjectid
ReferencingEntityNavigationPropertyName msdyn_routableobjectid_msdyn_ocvoicemail_msdyn_ocliveworkitem_msdyn_ocvoicemail
IsHierarchical
CascadeConfiguration Archive: RemoveLink
Assign: NoCascade
Delete: RemoveLink
Merge: NoCascade
Reparent: NoCascade
RollupView: NoCascade
Share: NoCascade
Unshare: NoCascade

msdyn_resourceterritory_msdyn_ocliveworkitems

One-To-Many Relationship: msdyn_resourceterritory msdyn_resourceterritory_msdyn_ocliveworkitems

Property Value
ReferencedEntity msdyn_resourceterritory
ReferencedAttribute msdyn_resourceterritoryid
ReferencingAttribute regardingobjectid
ReferencingEntityNavigationPropertyName regardingobjectid_msdyn_resourceterritory_msdyn_ocliveworkitem
IsHierarchical
CascadeConfiguration Archive: NoCascade
Assign: Cascade
Delete: Cascade
Merge: NoCascade
Reparent: Cascade
RollupView: NoCascade
Share: Cascade
Unshare: Cascade

msdyn_systemuserschedulersetting_msdyn_ocliveworkitems

One-To-Many Relationship: msdyn_systemuserschedulersetting msdyn_systemuserschedulersetting_msdyn_ocliveworkitems

Property Value
ReferencedEntity msdyn_systemuserschedulersetting
ReferencedAttribute msdyn_systemuserschedulersettingid
ReferencingAttribute regardingobjectid
ReferencingEntityNavigationPropertyName regardingobjectid_msdyn_systemuserschedulersetting_msdyn_ocliveworkitem
IsHierarchical
CascadeConfiguration Archive: NoCascade
Assign: Cascade
Delete: Cascade
Merge: NoCascade
Reparent: Cascade
RollupView: NoCascade
Share: Cascade
Unshare: Cascade

msdyn_timegroup_msdyn_ocliveworkitems

One-To-Many Relationship: msdyn_timegroup msdyn_timegroup_msdyn_ocliveworkitems

Property Value
ReferencedEntity msdyn_timegroup
ReferencedAttribute msdyn_timegroupid
ReferencingAttribute regardingobjectid
ReferencingEntityNavigationPropertyName regardingobjectid_msdyn_timegroup_msdyn_ocliveworkitem
IsHierarchical
CascadeConfiguration Archive: NoCascade
Assign: Cascade
Delete: Cascade
Merge: NoCascade
Reparent: Cascade
RollupView: NoCascade
Share: Cascade
Unshare: Cascade

msdyn_timegroupdetail_msdyn_ocliveworkitems

One-To-Many Relationship: msdyn_timegroupdetail msdyn_timegroupdetail_msdyn_ocliveworkitems

Property Value
ReferencedEntity msdyn_timegroupdetail
ReferencedAttribute msdyn_timegroupdetailid
ReferencingAttribute regardingobjectid
ReferencingEntityNavigationPropertyName regardingobjectid_msdyn_timegroupdetail_msdyn_ocliveworkitem
IsHierarchical
CascadeConfiguration Archive: NoCascade
Assign: Cascade
Delete: Cascade
Merge: NoCascade
Reparent: Cascade
RollupView: NoCascade
Share: Cascade
Unshare: Cascade

One-to-Many relationships

These relationships are one-to-many. Listed by SchemaName.

msdyn_msdyn_ocliveworkitem_msdyn_chatquestionnaireresponse

Many-To-One Relationship: msdyn_chatquestionnaireresponse msdyn_msdyn_ocliveworkitem_msdyn_chatquestionnaireresponse

Property Value
ReferencingEntity msdyn_chatquestionnaireresponse
ReferencingAttribute msdyn_ocliveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_chatquestionnaireresponse
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_customengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_customengagementctx msdyn_msdyn_ocliveworkitem_msdyn_customengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_customengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_customengagementctx_liveworkitemid
IsCustomizable True
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_facebookengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_facebookengagementctx msdyn_msdyn_ocliveworkitem_msdyn_facebookengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_facebookengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_facebookengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_lineengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_lineengagementctx msdyn_msdyn_ocliveworkitem_msdyn_lineengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_lineengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_lineengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_livechatengagementctx msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_livechatengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_ocapplemessagesforbusinessengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_ocapplemessagesforbusinessengagementctx msdyn_msdyn_ocliveworkitem_msdyn_ocapplemessagesforbusinessengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_ocapplemessagesforbusinessengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_ocapplemessagesforbusinessengagementctx_liveworkitemid
IsCustomizable True
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_ocgatekeeperengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_ocgatekeeperengagementctx msdyn_msdyn_ocliveworkitem_msdyn_ocgatekeeperengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_ocgatekeeperengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_ocgatekeeperengagementctx_liveworkitemid
IsCustomizable True
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_ocgooglebusinessmessagesengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_ocgooglebusinessmessagesengagementctx msdyn_msdyn_ocliveworkitem_msdyn_ocgooglebusinessmessagesengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_ocgooglebusinessmessagesengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_ocgooglebusinessmessagesengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_ocphonecallengagementctx msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_ocphonecallengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid
IsCustomizable True
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_ocvoicemail

Many-To-One Relationship: msdyn_ocvoicemail msdyn_msdyn_ocliveworkitem_msdyn_ocvoicemail

Property Value
ReferencingEntity msdyn_ocvoicemail
ReferencingAttribute msdyn_missedconversationid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_ocvoicemail
IsCustomizable True
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_smsengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_smsengagementctx msdyn_msdyn_ocliveworkitem_msdyn_smsengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_smsengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_smsengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_teamschannelengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_teamschannelengagementctx msdyn_msdyn_ocliveworkitem_msdyn_teamschannelengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_teamschannelengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_teamschannelengagementctx_liveworkitemid
IsCustomizable True
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_twitterengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_twitterengagementctx msdyn_msdyn_ocliveworkitem_msdyn_twitterengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_twitterengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_twitterengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_wechatengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_wechatengagementctx msdyn_msdyn_ocliveworkitem_msdyn_wechatengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_wechatengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_wechatengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

msdyn_msdyn_ocliveworkitem_msdyn_whatsappengagementctx_liveworkitemid

Many-To-One Relationship: msdyn_whatsappengagementctx msdyn_msdyn_ocliveworkitem_msdyn_whatsappengagementctx_liveworkitemid

Property Value
ReferencingEntity msdyn_whatsappengagementctx
ReferencingAttribute msdyn_liveworkitemid
ReferencedEntityNavigationPropertyName msdyn_msdyn_ocliveworkitem_msdyn_whatsappengagementctx_liveworkitemid
IsCustomizable False
AssociatedMenuConfiguration AvailableOffline: True
Behavior: UseCollectionName
Group: Details
Label:
MenuId: null
Order: 10000
QueryApi: null
ViewId: 00000000-0000-0000-0000-000000000000

See also

Dataverse table/entity reference
Dataverse Web API Reference