Dynamics 365 Omnichannel for Customer Service: Populate Customer and Issue (Case) Search Fields on Conversation Record using Power Automate Flow

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Posted on by D365EL

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Hello Community,

Without using the pre-chat survey questions, does anyone know how we could populate the Customer and Issue (Case) search lookup fields on the Conversation record (please see screen shot below) in the Power Automate Flow? The requirement here is that based on certain logic conditions in the Power Automate flow, we want to update the Customer and Issue (Case) lookup fields on the Conversation record. I was able to do that in my flow screen shot below, and I could see those fields getting populated from the Advanced Find search, but when I open the Conversation records, the Customer and Issue search lookup fields are blank. It's as if I am not updating the right fields in my flow, but it's not clear to me what other fields I should use in order for these data to show up.

Any insights would be appreciated, thank you!

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yader.morales 282 on at

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Dynamics 365 Omnichannel for Customer Service: Populate Customer and Issue (Case) Search Fields on Conversation Record using Power Automate Flow

Hello! I have the same behavior! Even with the Customer (Contact) in my business case set and the conversation visible in the contact pre-selected, this lookup doesn't populate the information unless I manually lookup for the email. Did you manage how to resolve it? I would appreciate any feedback!
D365EL 296 on at

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RE: Dynamics 365 Omnichannel for Customer Service: Populate Customer and Issue (Case) Search Fields on Conversation Record using Power Automate Flow

Hi ,

Yes, we did confirm that the flow ran successfully, and we could see the "Customer" and "Issue" (i.e. Case) lookup fields getting populated successfully by the flow when we checked the conversation record using Advanced Find.

Here is the Advanced Find record, showing the 2 lookup columns I mentioned that were populated by the flow. It's a basic search simply to return all conversation records.

Here is the search result. Let's just focus on the one I have circled in red below as that's the record from the test of the flow run. You can see the 2 lookup field columns getting populated.

When opening the above conversation record from Advanced Find, you can see where I have circled in red below are coming from the Quick View forms, so they are rendering using the Case lookup and Customer lookup. The “Error loading control” apparently is a Microsoft bug based on a support ticket we have raised with Microsoft. (but that's not the issue here of this thread here)

The issue here is that in the Omnichannel UI when an agent accepts the chat from the virtual agent chat bot, those same lookups are null, but you can clearly see from the series of my screen shots above that those fields are being populated.

Here are screen shots of the flow. It's triggered as an action from the Power Virtual Agent.

I hope the information is useful to provide further details on the issue we are having.

Thank you!
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RE: Dynamics 365 Omnichannel for Customer Service: Populate Customer and Issue (Case) Search Fields on Conversation Record using Power Automate Flow

Hi D365EL,

Have you checked the run status of flow?

Can you tell me what triggers you selected in the flow? Or can you provide a full screenshot of the flow?

And you mentioned that you can see those fields getting populated from the Advanced Find search, what is the Advanced Find search?