Omnichannel automatic linking no longer working

(1) Share

Report

Posted on by April Collier

Hoping someone has some insights to this issue. Automatic linking with Omnichannel pre-survey questions was working as of Friday, but starting Monday morning it is no longer recognizing the mapped fields (in this case, Email) at all. Nothing has changed between then and Monday, and I am experiencing this issue in multiple environments. I've verified the pre-conversation plug-in is still enabled, recreated the workstreams and having the same results.

All responses (2)

Answers (1)

April Collier 21 on at

Like (0)

Report

Omnichannel automatic linking no longer working

It started working again the following day with no changes. I did switch browsers from Edge to Chrome and it worked, so I don't know if that was the issue or just a temporary one.
Verified answer

Dengliang Li Microsoft Employee on at

Like (0)

Report

Omnichannel automatic linking no longer working

Hi,

I have not encountered the same issue as you in my testing.

Even if multiple contacts have the same email address, the email field alone is used for identification.

It is still possible to access the conversation, except that the contact is not recognized.

I am using the Customer Service Trial environment.

It is recommended that you raise a support ticket.
https://admin.powerplatform.microsoft.com/support

Best Regards,
Dengliang Li