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!
