Skip to main content

Notifications

Announcements

No record found.

Customer Service forum
Suggested answer

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

Posted on by 5

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.

pastedimage1587226039033v3.png

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

 pastedimage1587225960858v1.png

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

  • Suggested answer
    Hammed Profile Picture
    Hammed 362 User Group Leader on at
    RE: Widget is not showing in the portal and chat is not redirecting to agent.

    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

    pastedimage1587915828047v1.png

    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.

    pastedimage1587916902428v2.png

    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

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Widget is not showing in the portal and chat is not redirecting to agent.

    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.

  • Srinath44 Profile Picture
    Srinath44 20 on at
    RE: Widget is not showing in the portal and chat is not redirecting to agent.

    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.

    0284.Omni-Chat-Widget.PNG

    Regards,

    Srinath

  • sampath kumar Profile Picture
    sampath kumar 5 on at
    RE: Widget is not showing in the portal and chat is not redirecting to agent.

    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.

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

    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.

  • eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Widget is not showing in the portal and chat is not redirecting to agent.

    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

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,900 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,275 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans