Integrating Omnichannel customer service with external bots?

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Posted on by abhishekYellow1

We have a specific use case where we need to integrate an external bot with Omnichannel customer service to create chats on behalf of users for agent transfer and receive agents' messages(including media messages).

The goal of this integration is to leverage Dynamic 365 APIs for agent transfer exclusively while managing chat interactions externally. Any insights, guidance, or code examples on how to achieve this chat creation and agent message reception through APIs would be helpful.

Basically, we are looking for APIs:

1. Which external system can be utilise to create chats on behalf of users and transfer chats to agent on Omnichannel customer service.
2. To exchange messages with agents, send messages to agents using apis?
3. APIs to send user typing event/message to Omnichannel customer service system?
4. Receive agent typing events or messages from Omnichannel customer service

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Dengliang Li Microsoft Employee on at

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Integrating Omnichannel customer service with external bots?

Hi,

Connecting the bot to omnichannel starts with an Azure account.
For mor detailed information, please refer to this official documentation.
https://learn.microsoft.com/en-us/azure/bot-service/bot-service-channel-omnichannel?view=azure-bot-service-4.0

This official documentation provides methods to create and get chat messages using Direct Line API.
https://learn.microsoft.com/en-us/azure/bot-service/rest-api/bot-framework-rest-direct-line-3-0-concepts?view=azure-bot-service-4.0

If the above answer is not helpful for your issue, it is recommended that you raise support ticket to the Microsoft official.
https://admin.powerplatform.microsoft.com/support

Best Regards,
Dengliang Li