chat configuration and restoring your environment from another instance

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Posted on by ShannonCRM

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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?

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Dengliang Li Microsoft Employee on at

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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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PerezAguiar Microsoft Employee on at

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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

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DanNewton 70 on at

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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.

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ShannonCRM 502 on at

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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.

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