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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Facing Issue in Setup ...
Service | Customer Service, Contact Center, Fie...
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Facing Issue in Setup of WhatsApp OmniChannel for CRM Dynamics 365

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Posted on by Rakesh_Borde 20

I have done all the setup mentioned in the blog but I am facing few issues:

1. In Dynamics 365 Admin Center even if I have done the setup for all the channels for my org.

pastedimage1593675798019v3.png

in Manage Application page “Omnichannel for Customer Service” is shown as Not Configured.

pastedimage1593675774261v2.png

2. When I hit the generated Twilio inbound URL, it gives error { “statusCode”: 404, “message”: “Resource not found” }.

pastedimage1593675937460v5.png

pastedimage1593675905346v4.png

3. When I login to “Omnichannel Customer Service App”, the presence in the top left corner show “?” instead of the Available status.

pastedimage1593676042418v6.png

Can you please guide me , what I am missing here?

I found the OmniChannel feature very interesting and trying to explore it.

  • Verified answer
    RakeshJ Profile Picture
    RakeshJ Microsoft Employee on at

    Hello,

    First Issue

    - Even I see it as "NotConfigured" in my vanilla organization. All OC functionality is working fine for me. It should be updated from backend. So kindly raise support ticket for the same.

    For second issue -

    Please let us know the purpose of accessing Twilio Inbound URL ?

    I get the same error if I try to access Inbound URL for SMS or Facebook Inbound URL. This is just used for a handshake (to create a link) between OmniChannel and Twilio account.

    As stated in article docs.microsoft.com/.../configure-whatsapp-channel,

    You have to Copy the Inbound URL from the field, and paste it in your Twilio console.

    pastedimage1593697535022v1.png

    Third Issue -

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

    If this is helpful, kindly mark this as verified. 

    Regards,

    Rakesh

  • Rakesh_Borde Profile Picture
    Rakesh_Borde 20 on at

    I thought 3rd issue is somehow related to the 1st two, so mentioned those points as well.

    But the issue was related to the Access in Azure portal.

    Thanks for your help.

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