Messages from Azure Bot visible in Customer Service workspace, but not in chat

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Posted on by MH-27040918-2

We created an Azure Bot and wanted to connect this bot to Omnichannel for getting AI-generated responses. We integrated the bot using this tutorial: Integrate an Azure bot | Microsoft Learn, added bot as an application user, created a workstream that is redirecting all messages to the bot.

While testing the bot with an Omnichannel chat no responses from the bot are visible. However, in the Customer Service workspace, when we see the ongoing conversation and we go to supervise a conversation that include the Azure Bot, all the responses from the bot are visible there.

We would like to know what is the possible cause and solution to this issue and how to make responses from the Azure Bot visible in chats. I've found a similar question posted here: Azure bot and Omnichannel communication issue (dynamics.com), but without any answers.

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Dengliang Li Microsoft Employee on at

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Hi,

You can follow the steps in the following official video to have a try.
Microsoft Bot Framework in Omnichannel for Customer Service - YouTube

Best Regards,
Dengliang Li

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BrunoLegitimo 2 on at

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You need to set the "deliveryMode" in all activities for type message.

Search for deliveryMode equals "bridge" in below link.

Configure Azure bots to escalate and end conversations | Microsoft Learn

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