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Passing context variables from contact center to copilot studio bot

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Posted on by TI-09120726-0

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Created separate topic "Set context variables" (not invoked, as per documentation)

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

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.

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?

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

Any assistance on this as soon as possible is much appreciated

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Dynamics 365 Contact Center

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Eugen Podkorytov 233 on at

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Hi TI-09120726-0,
Why do you set the variable to null?

Do NOT set the variables to empty unless you want to clear them!

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TI-09120726-0 15 on at

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@Eugen Podkorytov This is as per microsoft official documentation for working with context variables in copilot studio https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/context-variables-for-bot#configure-context-variables-for-copilot-agent

I clicked on the 3 dots after selecting the global variable and selected “get value from this node if empty”

Another note is that you can’t use a “set a variable” node without actually setting a value for the variable.

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