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Error when trying to enable Power Virtual Agent hand-off to live chat

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Posted on by Joakim Gunstad 50

Hi Community, 

I'm trying to enable the agent transfer feature from my Power Virtual Agent to a live agent in the Omnichannel app in D365 CE. 

However, when I am trying to add my bot I am getting the below error:

There was a problem connecting your bot to Omnichannel. Please try again.

I have tried to troubleshoot this by verifying security roles, license, installing solution extensions, upgrading apps and even checking related workflows. However, I do not seem to get any closer to resolving this seemingly generic error. 

Anyone who has come across similar error? 

Thanks in advance!

Virtual-Agent-Error.png_2D00_640x480.png

  • asdasx Profile Picture
    asdasx 5 on at
    RE: Error when trying to enable Power Virtual Agent hand-off to live chat

    Hi，

    Could you please share us with your solution?

    Thank you！

  • MS-22040759-0 Profile Picture
    MS-22040759-0 on at
    RE: Error when trying to enable Power Virtual Agent hand-off to live chat

    First of all go to the Admin Center and search for the bot application user. Disable this user. After disabling, search for disabled users inside (classic) Dynamics CE. Open the disabled user and press delete inside the user card. If it is confirmed that the user is deleted, go back to Power Virtual Agents. Now you are able to add the agent transfer.

  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Error when trying to enable Power Virtual Agent hand-off to live chat

    Hi Joakin.

    I'm glad your problem was solved! :)

    Perhaps you can share a solution to help others who may be experiencing the same problem?

  • Joakim Gunstad Profile Picture
    Joakim Gunstad 50 on at
    RE: Error when trying to enable Power Virtual Agent hand-off to live chat

    Issue resolved. Please discard the above question

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