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Widget is not showing in the portal and chat is not redirecting to agent.

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Posted on by Sampath kumar amballa

In the 365 Administration Center, "Omnichannel for Customer Service" is still showing as 'NotConfigured' however we have configured the Chat for both production and trail instance successfully.

we have Provided Data Access Consent, i can see only 6 options where as in this link there are 24. Not sure if this is one of the factor contribution to this issue.

We could see below to give the consent

We have followed below article to enable the omnichannel with option 1

https://docs.microsoft.com/en-us/dynamics365/omnichannel/try-channels

Created trial Dynamics Customer Engagement

To enable Omnichannel, i created another trial instance with my tenant ID

Now i can see total 3 environments in Power Platform

Opened 365 Administration center

Selected PROD instance

Selected "Omnichannel for Customer Service" and clicked on Manage

It ran for almost an hour, and installed Chat, SMS, Facebook

Opened Omnichannel Administration

Configured Chats, Workstreams, Routing rules, Queues exactly as shown in this video https://www.youtube.com/watch?v=XX-X3lbru0Q&feature=youtu.be

Copied the widget code snippet from Omnichannel chat and pasted in the Portal Management -> Content Snippets -> Chat Widget Code

I have repeated the same steps for Trial instance also but no luck.

To trouble shoot I have followed below link but no luck.

Added and removed again added Widget location record in the Location tab of Chat record in Omnichannel Admin

Changed Logo in the Design tab of Chat record

https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service

I have Customer Engagement license, Power BI free licenses but sill I am not able to see the chat in portal and from virtual agent it not transferred to Dynamics agent

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eykalman 1,106 Most Valuable Professional on at

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Hi

I'd suggest you take a look at my installation/configuration series at thecrm.ninja/.../ to go through everything that needs to happen. Unfortunately the documentation isn't always accurate, as several other people have found.

Please let me know if you have any other questions around this

Regards

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Sampath kumar amballa 5 on at

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HI ,

we have followed your steps but still we are facing below 2 issues.

1) Widget is not showing in the portal

2) Configured Omnichannel in Transferred to agent in Power Virtual agent but it was not redirecting to agent when we escalate in power viral agent

Please advise.

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sampath kumar 5 on at

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Also In the 365 Administration Center, "Omnichannel for Customer Service" is still showing as 'NotConfigured' however we have configured the Chat for both production and trail instance successfully.

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Srinath44 20 on at

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Sampath,

I faced this problem when I created custom portal directly from make.powerapps.com.

After i created the portal from the 365 Administration Center as shown below, by selecting the "Portal Add-on" and click on manage, i can see the widget. Please try this if not tried already.

Regards,

Srinath

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eykalman 1,106 Most Valuable Professional on at

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Hi Sampath

This is likely due to the recent rollout of Wave 1 2020, which has changed the architecture somewhat.

Please add a new Customer Service trial to your tenant (it'll expire after 30 days). Once you've done this and it's fully installed, Omnichannel should be showing as being fully configured.

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Hammed 366 User Group Leader on at

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Hello

If the chat is not directing:

First you need to check if the presence status is not at busy

You can change this to available by click on the presence dialogue then try again

If the lunch presence dialogue is grey out then you need to configure the user to set the default presence status to "available in the user profile

You can check the following documentations:

https://docs.microsoft.com/en-us/dynamics365/omnichannel/agent/agent-oc/oc-manage-presence-status

https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/users-user-profiles

https://docs.microsoft.com/en-us/dynamics365/omnichannel/agent/agent-oc/oc-notifications

As for the Omnichannel for Customer Service" is still showing as 'NotConfigured'. I have the same as well but that is not problem as long as you are able to provision the environment and all the channels are enabled.

Again, as for the chat widget not showing in the web portal. If you are configuring this for the first time and the snippet code is embedded already, you need tow wait a little while perhaps 50mins, in my own case i had to wait till next day. You can however test the snippet code by embedded it to https://www.w3schools.com/html/tryit.asp?filename=tryhtml_default test.

Above All, you need to check if the user has License for Digital Messaging or Chat for customer service.

Let me know if you are able to resolve the issue from my point.

Thanks

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