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Hi,
We are attempting to integrate the Omnichannel live chat functionality into our Customer Portal. We have followed the documentation for implementing live chat authentication here https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/create-chat-auth-settings.
No matter what we do the notification the agent sees when an authenticated user initiates a live chat session says "Visitor 1". The JWT token we generate has the "sub" claim set to the GUID for the corresponding contact in CRM, the given_name, family_name and email claims all match with a contact in CRM. We have an endpoint that returns the public key in PEM format and the JWT is signed with the corresponding private key.
What information does Omnichannel use to associate the chat session to a contact in CRM? Does it use the sub claim that contains the contactid or try to match a contact based on other claims like given_name, family_name and email?
We can see in the customer summary that the session is flagged as authenticated but it doesn't pickup any information about the contact that initiated the live chat session.
What are we missing?
Thanks
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