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I wanted the customer summary part of live agent dashboard in Omnichannel to be populated with customer details(like email, name)
when I initiate a conversation using Direct-Line API's, for those incoming customer chat requests whose details match with Contacts and Accounts already existing as records.
Is it possible.?
I tried sending customer details( values matches with Account and Contacts saved in agent dashboard ) through "from" and " channeldata > customercontext " keys of the payload to url
"https://directline.botframework.com/v3/directline/conversations/<conversationid>/activities" to initiate the chat as pre-existing customer.
payload given below:
You can create authentication settings to validate a signed-in customer from a domain, and extract information based on the context variables that are defined. You can differentiate your anonymous customers from authenticated customers, and you can create rules based on the context variables.
Create chat authentication settings | Microsoft Docs
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Hello Leah Ju,
I think you are talking about authentication in Live chat widgets of Omnichannel.
We are using our own custom UI which communicates to omnichannel agent through Direct-Line API's.
It was working fine few months before passing customer details through payload to API as mentioned above( for customer contacts already saved from agent dashboard as "Contact" record).
Recently it stopped working.
Can you reconfirm on this.
Dhanaraj did you solve this issue?
Leah Ju Can you please help with this? I am trying the same and facing the same issue. Following the instructions here
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