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Hi,
I have configured Chat channel for OmniChannel and Chat can be initiated from Powerapps portal. I have configured pre-chat survey with two Questions Name and Email to auto identify Customer in CRM when agent receives chat from Customer. Now the issue is when I enter proper name and emial in pre-chat the customer is not automatically searched and the Chat notification title shows chat from Visitor. Please help me to fix this issue.
Hi Jatin
I spent hours to configure the omni channel for customer service. I am following all the steps as exactly mentioned in the documentations and articles. My agents are not receiving notifications in Omni Channel for customer service. I can initiate chat from Power Apps Portal. I can see the messages in the "My work items" and they also move automatically to "Closed work items" but I am not receiving notification for agent and also agent can not start chatting. Could you please let me know if you have faced this issue. As you can see in the screen shot there isn't any presence icon though he is logged in.
I follow exactly the steps mentioned in the below article and also verified the same steps in MS documentations.
Thanks
Did you have a chance to test the action item shared above.
Thank you Avinash for the prompt response, I tried to follow all the steps you mentioned in blog.But with Authenticated portal customer as well it is not showing me the Customer name or linking customer to chat session.
I also tried with enabling and disabling Chat Authentication in Chat channel setting still no luck.
Thank you Jupiter, I will try to embed it in any other website and update here.
Hi Jatin,
Check this out hope this answer your query:
learningrefresh.home.blog/.../
Regards,
Avinash Verma
The PreChat Survey looks good , but did you have a chance to configure the Chat Widget on another site and initiate the conversation to isolate if the issue only with PowerApps Portal?
Regards,
Jupiter
Microsoft D365 CE Engineer
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