Dynamics Community Forum Thread Details

Issue while opening chat in Omnichannel

Hello Team,

I am getting following error while opening chat in omnichannel customer service.

There is an issue with opening the conversation, please refresh your browser to try again.

I refresh the page, but some issue come again and again every day.

Thanks

Categories:

Hello GS-04111659-0,

Understanding the Error "There is an issue with opening the conversation"

This error typically indicates a problem with the Omnichannel for Customer Service configuration or agent's device. Here are some potential causes and solutions

1. Omnichannel Configuration Issues
Agent Profile: Ensure the agent's profile is correctly configured and assigned to the appropriate skill groups.
Omnichannel Environment Health: Check the health of the Omnichannel environment. Look for any errors or warnings in the Omnichannel Administration app.
Network Connectivity: Verify that the agent's device has a stable internet connection and can access the Dynamics 365 environment without any issues.
Browser Compatibility: Ensure that the agent is using a supported browser and browser version.

2. Agent Device Issues
Browser Extensions: Disable any browser extensions that might interfere with Omnichannel functionality.
Browser Cache and Cookies: Clear the browser's cache and cookies, then try again.
Device Restart: Restart the agent's device to refresh the system and resolve potential conflicts.

3. Omnichannel Agent App Issues
App Version: Ensure that the agent is using the latest version of the Omnichannel Agent app.
App Configuration: Verify that the app is configured correctly and that all necessary settings are in place.

Troubleshooting Steps
Check Browser Console: Inspect the browser console for any error messages that might provide clues about the issue.
Test in InPrivate/Incognito Mode: Try opening the Omnichannel app in InPrivate or Incognito mode to rule out browser-specific issues.
Verify Agent Profile: Ensure that the agent's profile is assigned to the correct skill groups and has the necessary permissions.
Check Omnichannel Environment Health: Monitor the health of the Omnichannel environment and address any issues reported.
Contact Microsoft Support: If the problem persists, contact Microsoft support for further assistance.

By following these steps and considering the potential causes, you should be able to resolve the "There is an issue with opening the conversation" error and ensure a smooth Omnichannel experience for your agents.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me.

Best Regards,
Daivat Vartak

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