web

You’re offline. This is a read only version of the page.

News and Announcements icon

Dynamics 365 CommunityForums Service | Customer Service, Contact Center, Fie... Omnichannel Chat Authe...

Service | Customer Service, Contact Center, Fie...

Suggested Answer

Omnichannel Chat Authentication with JWT

(1) Share

Report

Report

Posted on by ajugravescu

2

Hello,
I have tried to implement Authentication settings in Omnichannel chat on a custom Portal. I have followed the steps accordingly to the documentation: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-chat-auth-settings?tabs=customerserviceadmincenter#setup-for-custom-portals. I have exposed 2 endpoints: one is the public.key endpoint and the second exposes the JWT encoded token

and the other exposes a JWT token encoded with RS256 algorithm and private key. The token validated the public.key as a signature.

On widget load, the js library fires and retrieves the token (I can see it in debugger mode) but after that it does not authenticate the user. I get a 401 response(Unauthorized). I have checked and both enpoints return values as specified, the token validaed encoding, the header is well formatted, lwicontext is added in the payload to the mandatory claims.
the js is like this:

auth.getAuthenticationToken = function (callback) {

var xhttp = new XMLHttpRequest();
xhttp.onreadystatechange = function () {
if (this.readyState == 4 && this.status == 200) {
callback(xhttp.responseText);
}
};
xhttp.onerror = function (error) {
callback(null);
};
//Call to your token generating service
xhttp.open(/GET/, https://mycustomportal.azurewebsites.net/api/token/get/, true);
xhttp.send();

What I am missing?

I have the same question (0)

All responses Img

All responses (2)

Answers Img

Answers (0)

Suggested answer

MO-10051346-0 2 on at

Like (0)

Report

No idea if this is your problem, and I am new to this as well, but I had the exact same issue. We tried for two days to resolve with no luck. Same 401 error.

Finally, someone on the team noticed that the token was created in GMT timezone, and we were in Central US timezone. The token was created, but instantly expired because the time zones were off. Fixing this, fixed the 401 error.

Worth a check. Hope it helps.

2 people found this reply helpful.

Was this reply helpful? Yes No
shriramayushnvs 6 on at

Like (1)

Report

Hi, Did you find the exact reason why this was happening?

I am using the chat widget on power pages portal with MS Entra ID sign in.

Any help would be appreciated.

Was this reply helpful? Yes No

Join the conversation

Helpful resources

Quick Links

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1

Tom_Gioielli 61 Super User 2025 Season 2

#2

Siv Sagar 52 Super User 2025 Season 2

#3

Daniyal Khaleel 42 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans