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Azure Bot Integration with Omnichannel

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Posted on 1 Aug 2022 11:42:21 by Dennis Kremenetsky

Having to switch from the old Azure QnA maker knowledge base to the new Language Cognitive Services Questions and Answers. Starting from the Cognitive Language Services, I am able to create a bot in Azure. In Azure the Test in web chat and Teams channel works with the Language Services knowledge base. The next step is to integrate the Azure bot into Omnichannel. I follow this guide Integrate an Azure bot | Microsoft Docs but even though the connection is "healthy" and I follow all the steps, I cannot seem to get a response in Omnichannel when I use the chat widget. I have tried several things but I cannot seem to find where the problem is and why there is no response or connection with the Azure bot in the Omnichannel chat widget. Any help or advice would be greatly appreciated.

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Goloknath on 03 Aug 2022 at 02:55:16

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RE: Azure Bot Integration with Omnichannel

Hi Dennis Kremenetsky,

In this case, you would better raise a ticket to contact Microsoft Support here:

admin.powerplatform.microsoft.com/support
Dennis Kremenetsky 5 on 02 Aug 2022 at 08:44:54

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RE: Azure Bot Integration with Omnichannel

I am not sure where my issue is either. I have watched the video before and followed the Microsoft Docs also. In a trial tenant and in our own tenant. Still not able to get a response with the Omnichannel chat widget.
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Goloknath on 02 Aug 2022 at 06:23:30

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RE: Azure Bot Integration with Omnichannel

Hi Dennis Kremenetsky，

I'm not sure where your issue is. You could follow the steps in the following official video to have a try:

Microsoft Bot Framework in Omnichannel for Customer Service - YouTube