The Customer Service Workspace and Omnichannel for Customer Service apps use CIF 2.0 (instead of 1.0) and a follow a different set up routine to the likes of Sales Hub etc. (If you're using the Sales Hub or Customer Service Hub app, follow instructions here)
For these D365 apps that use CIF 2.0, the App profile manager is used for configuration.
See instructions below
1. Creating an application profile (and assigning users) https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/app-profile-manager
2. Configuring the channel provider in the app profile manager -https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/v2/configure-channel-provider-app-profile-manager
Use these values when configuring the Solgari channel:
- Name - Solgari
- Label - Solgari
- Channel URL - https://d365converse.azurewebsites.net
- Enable Outbound Communication - Yes
- Channel Order - 0
- API version 2