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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel automatic ...
Service | Customer Service, Contact Center, Fie...
Answered

Omnichannel automatic linking no longer working

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Posted on by April Collier 21
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.
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  • Verified answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    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
     
  • April Collier Profile Picture
    April Collier 21 on at
    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.

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