Dynamics 365 Omnichannel for Customer Service: Link Conversation to Custom Entity Routed Record

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Posted on by D365EL

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Hello Community,

In Omnichannel, we have created a custom entity "Support Request" that is used for record routing in record channel. When the Support Request is created and routed to Omnichannel for agent to work on, behind the scene the system automatically creates the conversation entity record. However, out of the box, it appears the Conversation record is not linked to the Support Request record.

We tried to do that linking by creating a lookup field to the Conversation on the Support Request record. However, we have trouble linking that through Power Automate.

Does anyone have any experience with that, or have other suggestions?

Thank you!