Connection between Azure Bot and Omnichannel not working

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Posted on by DennisKremenetsky

I am using Azure Language Services Questions and Answers as the knowledge base for questions. From there I create an Azure Bot. Using the Azure bot I am able to test it with the Test in web chat feature that it is connected to the knowledge base. The connection also works with Teams but it does not work with Omnichannel. My main purpose is to get the knowledge base working with the Omnichannel chat widget.

I have followed the tutorials https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-azure and https://www.youtube.com/watch?v=iJNDEk2Lfi4&t=282s&ab_channel=MicrosoftDynamics365 and I still do not get a response in the chat widget from the Azure bot. I can see in Omnichannel that the chat is transferred to the correct queue and that the "agent" is the Azure bot. I have talked to support and have tried several things but I am still unable to find the fix. Any help would be greatly appreciated. Thank you.