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Omnichannel chat Error when accepting incoming chat request

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Posted on by POJA85 175

Hi, I have setup the live chat functionality with portals. I see the chat request as a incoming message, I accept it and as I am being redirected to the chat session I get the following error message:

Something has gone wrong. Check technical details for more details.

Technical Details

  • Error Code: 2415919121
  • Session Id: d649e94a-c4a1-4e36-9392-ade7e00c2553
  • Activity Id: 82cfe832-b903-4c59-893f-4c0d9b97ca4d
  • Timestamp: Wed May 13 2020 12:06:59 GMT+0200 (sentraleuropeisk sommertid)
Required parameter is null or undefined: contextToken
UciError: Required parameter is null or undefined: contextToken at ...
.
Is this contextToken referring to context variables from the pre-survey or the id of the chat user? 
  • Fabio Branco Profile Picture
    Fabio Branco on at
    RE: Omnichannel chat Error when accepting incoming chat request

    Hi Poja,

    Thank you for posting your question on Dynamics Forums

    The "Dynamics 365 Customer Service Digital Messaging add-on" License is requires to provision Omnichannel in the enviroment

    I would advise for the moment to:

    1. Purchase the trial, or the full License following the Doc: docs.microsoft.com/.../try-channels

    2. Reprovision the application to make sure the solutions and the services are up and running

    3. Review the configuration of the Chat Channel: docs.microsoft.com/.../set-up-chat-widget

  • POJA85 Profile Picture
    POJA85 175 on at
    RE: Omnichannel chat Error when accepting incoming chat request

    Thanks, I thought I had been assigned the proper licences, looks like I am missing the "Dynamics 365 Customer Service Digital Messaging add-on" one. This could be the problem so I will see if I can aquire it. But it is strange that the other parts of the functionality around the chat channel seems to be working. 

  • Verified answer
    MSTGuy Profile Picture
    MSTGuy 310 on at
    RE: Omnichannel chat Error when accepting incoming chat request

    You may be facing such an error because Omnichannel chat is a separate add-in you need to pay for.

    Have you gotten that add-in by paying for it apart from the Dynamics 365 license that you have.

  • POJA85 Profile Picture
    POJA85 175 on at
    RE: Omnichannel chat Error when accepting incoming chat request

    Microsoft support team, do you have any suggestions?

  • POJA85 Profile Picture
    POJA85 175 on at
    RE: Omnichannel chat Error when accepting incoming chat request

    This error is related to the "Customer Summary" that should open when accepting a incoming chat request.

  • POJA85 Profile Picture
    POJA85 175 on at
    Omnichannel chat Error when accepting incoming chat request

    Hi, I have setup the live chat functionality with portals. I see the chat request as a incoming message, I accept it and as I am being redirected to the chat session I get the following error message:

    Something has gone wrong. Check technical details for more details.

    Technical Details

    • Error Code: 2415919121
    • Session Id: d649e94a-c4a1-4e36-9392-ade7e00c2553
    • Activity Id: 82cfe832-b903-4c59-893f-4c0d9b97ca4d
    • Timestamp: Wed May 13 2020 12:06:59 GMT+0200 (sentraleuropeisk sommertid)
    Required parameter is null or undefined: contextToken
    UciError: Required parameter is null or undefined: contextToken at ...
    Is this contextToken referring to context variables from the pre-survey or the id of the chat user? 

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