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Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

Posted on by 3,077

Hello, 

I followed the link and completed the embeding of Omni Channel Chat to Power Apps Portal. 

https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/embed-chat-widget-portal

Not able to see any chat option. 

pastedimage1577463250145v1.png

Also, no chat options are coming on the Omni Channel for Customer service screen. 

pastedimage1577463318276v2.png

Thanks

  • Suggested answer
    Nishant Rana Profile Picture
    Nishant Rana 55 Microsoft Employee on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

    After embedding the code in the portal, clear the server side cache

    docs.microsoft.com/.../clear-server-side-cache

    https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service#user-presence-isnt-loading-or-its-showing-unknown

  • Ali .NET Profile Picture
    Ali .NET on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

    If no other suggestion helps out, try clearing the server side cache of the Power Apps Portal. That helps reflecting the CDS data changes on the portal immediately.

    https://docs.microsoft.com/en-us/powerapps/maker/portals/admin/clear-server-side-cache

  • Suggested answer
    Hammed Profile Picture
    Hammed 362 User Group Leader on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

    Please not that any configuration done in the Omnnichannel will takes a while like 15 mins plus before it take effect. I think you need to wait little while like 20 mins then check again. In my own case it takes me the second day before it appears but not all cases.

    If this persist then try using private browser or clear you cache.

  • Srinath44 Profile Picture
    Srinath44 20 on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

    Hello Canada365guy, 

    I faced this problem when I created custom portal directly from make.powerapps.com. 

    After i created the portal from the 365 Administration Center as shown below, by selecting the "Portal Add-on" and click on manage, i can see the widget. Please try this if not tried already.

    Omni-Chat-Widget.PNG

  • Suggested answer
    JJWILKI Profile Picture
    JJWILKI 1,332 on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

    Hi Canada365guy, this may not solve your problem directly but Neil Parkhurst has done a blog/ video on this which might be useful to you:

    neilparkhurst.com/.../

  • Suggested answer
    ashish12 Profile Picture
    ashish12 3,077 on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.

    Thanks for your reply Leo,

    I Know that's just an agent screen. How to show chat option in Power Apps portal. As i already embed the chat code to portal and still no option for chat is populated for me.

  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: Omni Channel: Unable to see Chat option on the Portal even after embedding to portal.
    Hi partner,
    There is only dashboard in Omnichannel app in Dynamics 365, you should go to Omnichannel admin center for more confirguation.
    pastedimage1577673544979v1.png
    You could also refer this video for more steps.
    www.youtube.com/watch

    Best Regards,
    Leo

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