Skip to main content



No record found.

Customer Service forum

Omnichannel hand over posting blank messages

Posted on by
Hi All , 
I have successfully configured an escalation handover from Copilot to Omnichannel customer service chat whereby the chat widget will initially pick start the conversation with the customer and then hand over the conversation to a human agent in customer service workspace. 
The issue i am facing is that when the hand over happens, all the copilot interaction messages are visible in the customer service workspace, however there are consistently few null messages showing up as if it was said by the copilot
Actual Conversation 
Blank Messages showing up in Customer Service Workspace 
Any leads around this issue will be greatly helpful . 
Thanks in Advance !
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Omnichannel hand over posting blank messages
    It's so strange!
    Does this happen with all communication panels that interact with customers?
    I would suggest you follow the steps below to create a ticket for the Microsoft Support team for further assistance.
    Get Help + Support - Dynamics | Microsoft Docs

Helpful resources

Quick Links

Replay now available! Dynamics 365 Community Call (CRM Edition)

Catch up on the first D365 Community Call held on 7/10

Community Spotlight of the Month

Kudos to Saurav Dhyani!

Congratulations to the June Top 10 community leaders!

These stars go above and beyond . . .


André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 287,696 Super User

Martin Dráb Profile Picture

Martin Dráb 225,490 Super User

nmaenpaa Profile Picture

nmaenpaa 101,148


Featured topics

Product updates

Dynamics 365 release plans