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chat configuration and restoring your environment from another instance

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Posted on by ShannonCRM 500
Situation: You want to refresh your QA/Staging instance with Production Data, so you have copied
 
After restoring, you change the Queue email addresses, turn on PowerAutomate flows and all the other recomemndations.
 
You realize your Chat Channels (Chat Widgets) are pointing to your Production environment.  
There appears to be no way to update them to point to the QA Org ID (if you look in the widget, it refers to a /data org id/)
 
You realize that you may be looking at rebuilding all of your chat widgets, all of your chat workstreams, all of your pre-chat survey questions and custom messaging.
 
also you open a ticket with microsoft support and the guy they send you has never heard of Omnichannel.
 
Is there anything to be done that doesn't involve rebuilding your entire chat configuration on your QA server?
  • ShannonCRM Profile Picture
    ShannonCRM 500 on at
    chat configuration and restoring your environment from another instance
    When we finally got our ticket assigned to someone who knew Omnichannel, we learned that we had to rebuild the entire chat configuration from scratch, starting over, painstakingly copying the configuration we had done in our other instances.
    This isn't really acceptable to me - they should provide some way to build your omnichannel once and promote it to other environments but it is what it is.
  • Verified answer
    DanNewton Profile Picture
    DanNewton 48 on at
    chat configuration and restoring your environment from another instance
    I’ve also experienced this problem, it also happens with voice channels and even causes the telephone numbers to become completely unusable on the backend requiring a ticket with support to resolve which took nearly 2 months for our environment.
     
    it seems omnichannel is not compatible with the instance copy function.
  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    chat configuration and restoring your environment from another instance
    Hey.

    If you look at the details on the ChatWidget, there are some references to the OrgId and the URL
    This information requires the Channel to be re-provisioned, as the data will come pointing to Production.
     
    Regarding the ticket open with Microsoft, you should ensure you select the right Area when opening the case: 
    This will route the requests to the appropriate team
     
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    chat configuration and restoring your environment from another instance
    Hi,

    Unfortunately, creating chat channels pointing to the QA server in other environments is not supported.
    The chat channel (chat widget) will point to the environment in an environment where it was created.
    The chat channel to the QA server can only be created in the QA server if you want to create a chat channel that points to the QA server.
     
     I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Dengliang Li
     

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