Power Virtual Agent Images not Showing in Portal Chat Widget

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Posted on by rijunior

Hi Team,

I've created a Power Virtual Agent that searches for product information in CDS and display product details along with a product image to users. The product images are displayed correctly in PVA Demo Portal. However when I configure the same PVA in Dynamics 365 Omnichannel Chat Queue the product images are not shown in the Portal Chat widget.

Do you know how to get the images to be displayed in Dynamics Chat Widget?

Thanks a lot

Rick

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eykalman 1,106 Most Valuable Professional on at

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Hi Rick

When you say that you've configured the PVA for Omnichannel, do you mean that you're passing the conversation through to an Omnichannel agent?

Or are you referring to an Omnichannel chat widget itself?

They have different types of functionality, so wanting to check

Thanks

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rijunior 15 on at

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Hi CRM Ninja,

Thanks for you response.

I'm referring to the Chat widget itself. E.g. The product pictures are displayed correctly in PVA demo site (see in the picture bellow). However when the same PVA bot is engaged in Omnichannel Chat channel the pictures are not shown in the chat widget, only the text part.

At this point I'm not using hand off to agent in omnichannel

Thanks

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eykalman 1,106 Most Valuable Professional on at

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Hi Rick

Thanks for the screenshots- they definitely help with things!

So what you're doing is having a PVA, and surfacing it itself within the Omnichannel widget (as per the instructions at docs.microsoft.com/.../configure-bot-virtual-agent, if I'm correct).

Unfortunately although PVA's can show images within their own widgets, the Omnichannel widget doesn't support this currently.

Therefore although you're calling/using the PVA, it will fall under the limitations of the Omnichannel widget, and not be able to display these (at this point).

Regards

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rijunior 15 on at

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Hi CRM Ninja,

Thanks for your comments.

It seems that chat widget do support images but only when it is sent as an "attachment" from the Omnichannel app. Please find bellow the chat widget with an image that I've sent as an attachment from the omnichannel app:

So I thought if it could be just a matter of how to encode the image file in Power Automate/PVA.

Thanks

Rick

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eykalman 1,106 Most Valuable Professional on at

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Hi Rick

As you say, images are able to be shown when sent as an attachment, but can't be 'looked up' from existing records.

This is a limitation of the functionality at the moment, though may change at some point.

Regards

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