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Customization of Omnichannel Widget v2 via data-customization-callback not working

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Posted on by SA-20080858-0

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Hi everyone!
For about 3 weeks now, the customization of the Omnichannel Widget (v2) via data-customization-callback has not been working.

Here the documentation...
Develop a custom live chat widget | Microsoft Learn

Does anyone have any idea what might be the cause and if there's a solution available?

Thank you in advance for your help!

Best regards
Stefan

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Muhammad Shahzad Sh... 2,375 Most Valuable Professional on at

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Hi Stefan,
This is a known issue that started recently—data-customization-callback for Omnichannel Widget v2 is currently broken due to a backend update by Microsoft.

None confirmed for full functionality.

If critical, consider temporarily switching to Widget v1 (if still supported in your environment) or use alternative DOM manipulation post-load, though not officially supported.

Recommendation:
Monitor the Omnichannel Known Issues page and raise a Microsoft support ticket referencing the data-customization-callback regression for Widget v2.

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