Setting Profile picture of Agent once the customer transfer the chat from Copilot to CSR

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Posted on by CU05091646-0

WE have created a copilot chat bot and we have setup the contact center however we want to know how we can enable profile picture of CSA/CSR representative once the chat has transfer to them. below screenshot for your reference

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Dynamics 365 Contact Center

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Daniyal Khaleel 291 on at

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Setting Profile picture of Agent once the customer transfer the chat from Copilot to CSR

The OOB chat widget doesn’t automatically pull the agent’s entityimage field.

Microsoft provides the Omnichannel Widget SDK (JavaScript API).

With this, you can override the default rendering of the agent bubble and fetch the agent’s profile image (entityimage from SystemUser or Azure AD photo).

You would inject that into the widget’s UI.

you can see in attched link

https://learn.microsoft.com/en-us/dynamics365/customer-service/developer/omnichannel/develop-chat-widget?utm_source=chatgpt.com

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