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Issue regarding SSO authentication in copilot bot via omnichannel

I am trying to implement SSO in copilot bot which is added on Power Pages portal using omnichannel chat widget.

I have followed this document [Doc 1] to implement authentication in copilot bot and the power pages portal also used MS Entra ID for user login.

Doc1: https://learn.microsoft.com/en-us/microsoft-copilot-studio/configure-sso?tabs=webApp

I have added script to authenticate bot manually using the following doc:

https://learn.microsoft.com/en-us/dynamics365/customer-service/develop/reference/methods/setbotauthtokenprovider

The "setBotAuthTokenProvider" script is added on lcw:ready.

The event is firing for "setBotAuthTokenProvider" but the code implemented to authenticate is not executing and we have to authenticate manually be clicking on Login card in the chat widget.

Upon investigating I found that a network request for the url:
https://token.botframework.com/api/sas/gettesturl?signInId=1934f756ddc740529a275e35869634b5 is failing.

and the response I am getting is:

{
"error": {
"code": "ServiceError",
"message": "Bot af9c07da-e9dd-d4e2-9cc5-df9f878a4746 does not exist"
}
}

In very rare random cases, SSO works and the bot gets authenticated automatically and the only difference is the above request is successful in this case.

I am not sure why the request fails almost all of the time but works randomly but very rarely.

Any help would be appreciated.

Thanks

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Dynamics 365 Customer Service

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