Dynamics Community Forum Thread Details

Azure bot and Omnichannel communication issue

We have created and tried multiple Azure bots using multiple routes. First using language studio, and deploying the knowledge base and then as azure bot using azure console. Later we tried developing a bot using Visual Studio and Bot Framework SDK and deploying it as well.

Here are the observations and challenges so far:

1. We create a power virtual agent with specific topics for Q&A and linked it using power platform admin with our dynamics customer service environment, and customer service admin center in omnichannel and it works great.

2. But we needed more flexibility and control over the bot to integrate with our internal applications, so as a first step just mimicked whatever power va was doing in an azure bot and deployed in Azure and as an application in Azure AD and linked it to our environment in power platform admin, and then as an omnichannel agent in dynamics customer service admin much like the power va. The azure bot works perfectly when tested in "test in web chat" in azure console, as well as when using the web chat html code snippet from azure console.

3. The code snippet generated from the workstream in omnichannel is very similar to the code snippet for the power va linked workstream.

4. The Power VA linked workstream effortlessly triggers the bot for automated responses and hands off to the agent seamlessly as expected

5. The omnichannel chat window doesn't display any of the responses from the azure bot. We initially thought there is some communication challenge with the way the bot is deployed in azure. However, we realized when that when we monitor the bot conversation from "Omnichannel ongoing conversations dashboard" that the bot responses are indeed being received by omnichannel and is visible to the agent. However the same is not getting displayed in the chat window for the user.

We would like to know if there is a bug or known issue between omnichannel and a custom developed azure bot or is there some minor step or configuration that is not available in any of the microsoft learn guides that we are missing.

Any similar experience and resolution to this from anyone who has tried this will be immensely helpful.

Thanks.

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