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issue with sending setContextProvider To the bot its self

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Posted on by AT-07091109-0

Subject: Custom Context Variables Not Passing from Omnichannel Live Chat Widget to Copilot Studio Bot at Chat Start
Hi everyone,
I'm trying to send a UserId to my Copilot Studio bot at the beginning of the chat (not just when an agent answers). The goal is to implement AI-powered personalized responses based on user account data from the moment the chat starts.
What I'm Trying to Achieve:
Send UserId (2108078 - temporary hardcoded value) to bot immediately when chat starts
Bot should receive this data to provide personalized AI responses
Context should be available for bot logic, not just agent summary
Current Implementation:
The context variables work perfectly and appear in the agent summary when a human agent accepts the chat. The issue is specifically with the bot not receiving this context data at chat initialization.

JavaScript (Working - logs successfully):

<script>
function contextProvider() {
    return {
        'UserId': { 'value': '2108078', 'isDisplayable': true }
    };
}
window.addEventListener("lcw:ready", function() {
    Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(contextProvider);
    console.log('Context Provider registered'); // ✅ This logs successfully
});
</script>

Omnichannel Configuration:

 Context variable UserId (Text type) defined in workstream

Bot configured as "Smart assist bot": "Copilot Omnichannel PVA Demo Bot"

 Workstream set to "Push" mode

Context variables section shows UserId properly configured

Copilot Studio Configuration:

Created separate topic "Set context variables" (not invoked, as per documentation)
Variable Global.UserId configured with:
Global scope (any topic can access)
External sources can set values
Reference: "Get value from this node if empty"

opilot Studio Configuration:
Created separate topic "Set context variables" (not invoked, as per documentation)
Variable Global.UserId configured with:
Global scope (any topic can access)
External sources can set values ✅
Reference: "Get value from this node if empty"
The Problem:
❌ Global.UserId remains empty in Copilot Studio
❌ System.Activity.ChannelData only contains technical data:

{
  "fromUserId": "XXXXXX",
  "microsoft.azure.communication.chat.bot.contenttype": "azurebotservice.command",
  "sourceChannelId": "omnichannel",
  "tags": "ChannelId-lcw,OmnichannelContextMessage,Hidden"
}

Categories:

Customer Intent Agent

Dynamics 365 Customer Service

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Daniyal Khaleel 764 Most Valuable Professional on at

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you did the right thing by creating a Global variable (Global.UserId) with "external sources can set values" and a “Set context variables” topic (which doesn’t need to be invoked).
The missing link is: Copilot Studio will not auto-populate Global.UserId unless you explicitly push it into the bot’s conversation payload when the session starts.

That’s why you’re only seeing System.Activity.ChannelData (technical session info like widget/session IDs, locale, channel, etc.) that data comes directly from Omnichannel/ACS, not from your custom injection.

What’s Happening
Global variable is defined correctly
External sources can set values
But no value is ever assigned at runtime because Omnichannel chat widget (or ACS Web Chat) hasn’t been told to push UserId into the bot session.
Result: Bot sees it as null/empty until agent handoff, because only at escalation does Omnichannel enrich the transcript with CRM session context.

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AT-07091109-0 8 on at

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Thank you for your help !
Ok - so @Daniyal Khaleel - how can i in sure that the Value will insert to the global userid ?

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CU10022215-0 3 on at

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@AT-07091109-0 @Daniyal Khaleel, were you able to resolve the above?

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Eugen Podkorytov 233 on at

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Hi AT-07091109-0,
Which authentication method did you use in your widget?
If your widget is running in authenticated mode, maybe try to switch to passing context via JWT. Otherwise, continue with setContextProvider.

Another thing, have you tried playing with these option?

Also make sure the variables match exactly including case sensitivity.

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TI-09120726-0 15 on at

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I am having the same issue as mentioned above, I am using no authentication for both copilot studio agent and the omnichannel and it is still not working.

I even tried displaying the values before and after setting the context variables (you can see the before case below working properly), however after setting the context variable they are all null.

Kindly find below some screenshots for your reference.

Did anyone find any resolution or workaround for this issue?

@Daniyal Khaleel @AT-07091109-0 @CU10022215-0 @Eugen Podkorytov @Suriyanarayanan V @Tom_Gioielli @CU19070926-0

The above are demo data.

Followed Microsoft's official documentation and as mentioned in this thread.

This message node is the one displayed directly after setting the context variables in the first screenshot

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Eugen Podkorytov 233 on at

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Hi TI-09120726-0 ,
Why do you this formula=> Text("")? This sets the global variable Name to null which causes the empty value. Could you try to explain what you are trying to do in more detail?

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