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Multiple Custom Channel in Single Custom Workstream

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Posted on by CU02010727-0

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I have encountered an issue while working with the Directline 3.0 framework. Here's a summary of my setup and the problem:

I created a custom messaging account and two custom channels under it.
I set up a workstream and added both channels to it.
The language for one channel is English, and the other is Arabic.
I assigned different post-conversation surveys to each channel based on the language.

Problem:
When interacting with the system, it always picks the channel with the English language, even when Arabic text is passed.

Details:

Framework: Directline 3.0
Arabic text is being passed correctly in the payload.

Questions:

How can I ensure the correct channel is selected based on the language of the input text?
Is there any configuration or language detection mechanism in Directline 3.0 that I might be missing?

Your guidance or suggestions to resolve this issue would be greatly appreciated.

Categories:

Dynamics 365 Customer Service

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Muhammad Shahzad Sh... 2,583 Most Valuable Professional on at

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Direct Line 3.0 does not automatically perform language-based channel selection in Dynamics 365 Customer Service or Omnichannel.
What is happening is expected:

The conversation is associated with the channel used when the conversation starts.

Omnichannel does not inspect the incoming message text and dynamically switch between channels based on detected language.

Passing Arabic text in the Direct Line payload does not cause Omnichannel to select the Arabic channel.

Recommended Approaches
Option 1 (Preferred): Explicit Channel Selection

Create separate Direct Line entry points/endpoints for English and Arabic.

Route users to the appropriate channel before the conversation starts.

Option 2: Language Detection at Conversation Start

Detect the language in your client application before initiating the Direct Line conversation.

Start the conversation against the appropriate channel/workstream.

Option 3: Single Channel + Multilingual Bot

Use one channel/workstream.

Detect language within the bot or Copilot Studio.

Serve content, routing, and surveys dynamically based on the detected language.

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