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set customer details in agent dashboard customer summary using directline API

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Posted on by Community Member Microsoft Employee

I wanted the customer summary part of live agent dashboard in Omnichannel to be populated with customer details(like email, name) 

when I initiate a conversation using Direct-Line API's,  for those incoming customer chat requests whose details match with Contacts and Accounts   already existing as records.

Is it possible.?

I tried sending customer details( values matches with Account and Contacts saved in agent dashboard ) through "from" and " channeldata > customercontext " keys of the payload to url

"https://directline.botframework.com/v3/directline/conversations/<conversationid>/activities" to initiate the chat as pre-existing customer.

payload given below:

{
    "locale": "en-EN",
    "type": "message",
    "channelId": "directline",
    "from": {
        "id":"DHANRAJ P",
        "Name":"DHANRAJ P",
        "Email":"dhanraj.p@cognicor.com"
    },
    "channeldata":{
        "channeltype": "Chat",
        "customercontext":{
            "id":"DHANRAJ P",
            "Name":"DHANRAJ P",
            "Email":"dhanraj.p@cognicor.com"
        }
    },
    "text": "Cognicor customer context testing message!!!!"
}
 
My agent dashboard already has a Contact saved with above highlighted Name and Email.
Also I have set up two context variables( Name and Email ) in the corresponding workstream( not sure whether this has anything to do with the issue here)
Still it's shown as anonymous customer.
Categories:
Case Management
Omnichannel
Activities
Insights
Queues and Routing
  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: set customer details in agent dashboard customer summary using directline API

    Can you please help with this? I am trying the same and facing the same issue. Following the instructions here

    docs.microsoft.com/.../bring-your-own-channel

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: set customer details in agent dashboard customer summary using directline API

    Dhanaraj did you solve this issue?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: set customer details in agent dashboard customer summary using directline API

    Hello Leah Ju,

    I think you are talking about authentication in Live chat widgets of Omnichannel.

    We are using our own custom UI which communicates to omnichannel agent through Direct-Line API's.

    It  was working fine few months before passing customer details through payload to API as  mentioned above( for customer contacts already saved from agent dashboard as "Contact" record).

    Recently it stopped working.

    Can you reconfirm on this.

    Regards,

    Dhanraj

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: set customer details in agent dashboard customer summary using directline API

    Hi DHANRAJ,

    You can create authentication settings to validate a signed-in customer from a domain, and extract information based on the context variables that are defined. You can differentiate your anonymous customers from authenticated customers, and you can create rules based on the context variables.

    Create chat authentication settings | Microsoft Docs

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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