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Set up visitor location detection

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

You can configure your chat widget to detect a visitor's location based on their latitude and longitude. With location detection enabled, visitors receive a prompt in their web browser when they start to chat. If the visitor allows their location to be shared, it passes through to the customer service representative (service representative or representative). Service representatives can then use this information to provide a personalized support experience.

Note

If a customer turns off location sharing from their web browser, the location can't be detected even if you enable location detection.

To enable location detection, you must first get your Bing Maps API key and create a geo location provider record. After you create a geo location provider record, you must add it in the Location tab of the appropriate chat widgets to enable location detection. Learn how to get the Bing Maps API key in Getting a Bing Maps Key.

Prerequisite

Make sure you have permissions on the secure columns. Learn more in Configure permissions to access secure columns.

Create a geo location provider record

You can create a geo location provider record in the Customer Service admin center or Contact Center admin center app.

  1. In the site map, select Customer Settings in Customer support. The Customer settings page appears.

  2. In the Geo location section, select Manage. The Active Geo Location Providers page is displayed.

  3. Select New to add a geo location provider record.

  4. In the New Geo Location Provider pane, provide the following information:

    • Name: Name of the geo location record.

    • Bing Maps API key: API key of Bing Maps to get the visitor's location.

    Create a geo location record.

  5. Select Save and Close.

Enable visitor location detection

If you're using Customer Service admin center or Contact Center admin center app, perform the following steps:

  1. Go to the chat channel settings of the chat widget in which you want to enable geo location.

  2. On the Behaviors tab, for Customer location detection, set the toggle to On.

  3. In the Geo location provider list, select the provider that you've configured.

  4. Save the settings.

Privacy notice

Location data: If a user approves the browser request for detecting location, the app or website might collect and use precise data about the user’s location. Precise location data can be Global Position System (GPS) data, and data identifying nearby cell towers and Wi-Fi hotspots. The app or website collects latitude and longitude information from the user’s browser and sends it to Bing Maps, to convert it into precise location data such as street, city, state, country, and zip code of the user. The app or website might also send location data to Microsoft Dynamics 365. A user can disable the location detection by turning off the location settings in their web browser settings. All use of Bing Maps is governed by the Bing Maps End User Terms of Use available at https://go.microsoft.com/?linkid=9710837 and the Bing Maps Privacy Statement is available at https://go.microsoft.com/fwlink/p/?LinkID=248686. An administrator can turn off this visitor location feature by setting the "Request visitor location" to "No", so that no further information is sent to Bing Map from the app or website.

NOTE: Bing Maps isn't provisioned in a dedicated data center for exclusive use by you and doesn't provide data segregation, such as for the Government Community Cloud. Your use of Bing Maps shall not be subject to any product-specific terms and conditions applicable to Dynamics 365 online for Government. If you don't wish to use the Visitor Location feature, then you must ensure that your administrator keeps the feature off.