Troubleshoot issues in Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Support for the Omnichannel Administration app ended on April 30, 2022. We recommend that you use the Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated.

Use the following list of troubleshooting topics to quickly find information to solve your issue.

The instance isn't available to select on the provisioning application

Issue

For security, reliability, and performance reasons, Omnichannel for Customer Service is separated by geographical locations known as "regions". The provisioning webpage only displays instances in the same region, so you might experience issues where you don’t see all the instances from the Organization selector if you have instances in more than one region, and you provision Omnichannel for Customer Service without selecting the correct region.

Resolution

Go to the Power Platform admin center (https://admin.powerplatform.microsoft.com/). Expand Resources, and select Dynamics 365. Select the region in the upper-right corner and select a new region from the dropdown list.

Power Platform admin center change region.

The portal will reload when you change the region. After it has finished reloading, go to Applications > Omnichannel for Customer Service, and then do the provisioning steps.

The provisioning application you are directed to is associated with the region you chose, and all instances located in that region are displayed as options for provisioning.

Manage Omnichannel environments.

Omnichannel provisioning fails due to expired Teams service principal

Issue

When you are provisioning Omnichannel for Customer Service, the following errors are displayed:

  • Unable to perform the requested operation due to lack of permissions, if the user is logged in as a System Administrator on a child business unit instead of the root business unit.
  • Request validation failed. Failed to execute action in CRM for selected environment, if the user doesn't have read privileges for System roles.

Resolution

  • Check the permissions for the user and change the business unit of the system user to root business unit.
  • Ensure that the user is assigned at least one security role, preferably Omnichannel Administrator, other than the System Administrator role.

Issue

If your tenant has an expired Microsoft 365 license, then the provisioning of Omnichannel for Customer Service will fail in your organization.

Resolution

To avoid the provisioning failure, you must remove the Microsoft Teams service principal and Skype Teams Calling API Service in Azure Active Directory (Azure AD), and add it back. Follow these steps to remove the services:

  1. Identify the services in Azure AD.
  2. Use PowerShell to remove Microsoft Teams and Skype Teams Calling API Service.
  3. Add the service principal back.

Identify the services in Azure AD

  1. Sign in to the Azure portal.

  2. Select Azure Active Directory in the left pane.

  3. Select Enterprise Applications.

  4. In the search criteria, select All Applications and Disabled in Application Type and Application Status.

  5. In the search box, enter the application ID cc15fd57-2c6c-4117-a88c-83b1d56b4bbe for Microsoft Teams.

    Microsoft Teams object and app IDs.

  6. In the result that appears, copy the Object ID, and save it. Ensure that the application ID is cc15fd57-2c6c-4117-a88c-83b1d56b4bbe as this ID is same for every tenant.

  7. Now, search for Skype Teams Calling API Service by entering its application ID 26a18ebc-cdf7-4a6a-91cb-beb352805e81 in the search box.

    Skype object and app IDs.

  8. In the result that appears, copy the Object ID. Make sure that the application ID is 26a18ebc-cdf7-4a6a-91cb-beb352805e81.

Use PowerShell to remove Microsoft Teams and Skype Teams Calling API Service

  1. Select Start, type PowerShell, and right-click Windows PowerShell and select Run as administrator.
    Run PowerShell as an administrator.

  2. Select Yes on the User Control dialog to allow the application to make changes.

  3. Type the Install-Module AzureAD command in the PowerShell window, and press Enter. This command installs the PowerShell commands for interacting with Azure Active Directory.
    Execute command.

  4. PowerShell prompts whether to trust the repository. Type Y for yes and press Enter.
    Run command.

  5. Type the Connect-AzureAD command in the PowerShell window, and press Enter. This establishes a connection with the tenant's Azure Active Directory, so you can manage it using PowerShell.

  6. Sign in to your organization as a tenant admin.

  7. Run the Remove-AzureADServicePrincipal -ObjectID <ObjectID> command in the PowerShell window twice, one each for Microsoft Teams and Skype Teams Calling API Service. Replace <ObjectID> with the object ID you had stored earlier. This command deletes the expired Teams service and Skype Teams Calling API Service from Azure Active Directory.

    Note

    Right-click in the PowerShell window to paste the Object ID.

The Microsoft Teams Service and Skype Teams Calling API Service are removed from your organization. You can try to provision Omnichannel for Customer Service again.

Add the service principal for the Permission service app

After removing the expired Microsoft Teams license from the tenant, you can add the chat to the tenant again by doing the following:

  1. Run the following commands in the PowerShell window:

    Login-AzureRmAccount

    $appId="6d32b7f8-782e-43e0-ac47-aaad9f4eb839"

    $sp=Get-AzureRmADServicePrincipal -ServicePrincipalName $appId

    if ($sp -eq $null) { New-AzureRmADServicePrincipal -ApplicationId $appId }

    Start-Process "https://login.microsoftonline.com/common/adminconsent?client_id=$appId"

  2. In the browser window that appears, sign in to your organization as a tenant admin to grant the admin consent.

    Note

    Ignore the error page that appears with the message "no reply URLs configured".

  3. Sign in to the Azure portal as a tenant admin to enable Azure AD for user sign-in.

  4. Go to Azure Active Directory > Enterprise Applications.

  5. In the search box, enter 6d32b7f8-782e-43e0-ac47-aaad9f4eb839 for the application ID. The Permission Service O365 is listed.

  6. Select the app, go to the Properties tab, and turn on the Enabled for users to sign-in toggle.

The chat is added to the tenant again.

Errors occur when I try to open Omnichannel for Customer Service or Customer Service workspace with Omnichannel enabled

Issue

As an agent, when you log in to the Omnichannel for Customer Service application or when you log in on Customer Service Workspace with Omnichannel enabled, you see error messages.

Resolution

When you open the Omnichannel for Customer Service application or Customer Service workspace with Omnichannel enabled, the system performs a variety of tasks including logging in to Omnichannel, preparing for notifications, and setting your presence. If the system encounters any errors while performing these operations, they are displayed on the user interface.

If you get any of the errors listed below, check if Security Defaults is turned on. If it is turned on, the agent should have the right authentication set up. Alternatively, Security Defaults can be switched off if it is not required.

To learn more about Security Defaults, see the topic What are security defaults?

If your tenant is configured with Azure Security Defaults, make sure your users have multi-factor authentication set up on their accounts. Otherwise, they might run into a single sign-on error. To learn more about Azure Security defaults, see What are security defaults ?

Error messages

  • There was a problem with your single sign-on account. Please sign out of all Microsoft Dynamics 365 apps and sign in again. If this continues, have your administrator contact Microsoft Support with client session ID.

  • Something went wrong while authenticating—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

  • We couldn't get your authentication token—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

  • We couldn't set up notifications—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

  • We couldn't set up presences—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

  • Something went wrong while setting up your workspace—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

  • We couldn't set up presences due to missing roles — Ask your administrator to grant you Omnichannel roles. If this continues, have your administrator contact Microsoft Support with the client session ID. To learn more about security roles, see Assign roles and enable users for Omnichannel for Customer Service.

  • We couldn't get your authentication token — Your Teams subscription has expired, please contact your admin to renew it. If this continues, have your admin contact Microsoft Support with the Client Session ID:{0}. To resolve the issue, follow the steps in Omnichannel provisioning fails due to expired Teams Service Principal.

Error occurs when I try to create a chat widget or social channel

Issue

Omnichannel solutions are installed in your environment when you receive a new trial organization. However, when you try to create a chat widget, Facebook page, or social channel in the Omnichannel Administration app, error messages similar to the following might be displayed:

  • An error occurred in the PreLiveChatConfigCreatePlugin plug-in.
  • An error occurred in the PostOperationFacebookCreatePlugin plug-in.

Resolution

These errors occur because though the solutions are already installed in your environment, they need to be activated before you can start using them. To provision the solutions, perform the steps outlined in Provision Omnichannel for Customer Service.

Unable to deploy custom solution containing Agentscript solution

Issue

When you try to deploy a custom solution, it fails on account of a dependency on the Agentscript solution, which is part of Omnichannel for Customer Service.

Cause

The Agentscript solution has been deprecated and was not present in the target environment. It has been replaced by the msdyn_Agentscripts solution.

Resolution

We recommend that you remove all references of the Agentscript solution from the custom solution, and then reimport the solution.

Power Virtual Agents bot conversations appear as active on dashboard even after customer has ended chat

Issue

Conversations for Power Virtual Agents bot cannot be ended in Omnichannel for Customer Service and therefore will be seen as active on the supervisor dashboard even after they have been closed.

Resolution

You can configure a context variable that will explicitly end the bot conversation in Omnichannel for Customer Service after customers close the chat window. In Power Virtual Agents, create a standalone topic for CloseOmnichannelConversation context variable with the variable property set to global. Invoke the topic in another topic that you've configured for the bot.

Though the conversation will be closed in Omnichannel for Customer Service, it will not be closed in Power Virtual Agents and appear in the Escalation rate drivers KPI in Power Virtual Agents Analytics dashboard.

Important

Make sure that you have access to Power Automate to configure a flow so that the bot conversation in Omnichannel for Customer Service can be ended.

To configure ending a bot conversation, perform the following steps:

  1. In Power Virtual Agents, for the selected bot, configure a new topic.
  2. Select Go to authoring canvas, and in Add node, select Call an action, and then select Create a flow.
  3. On the Power Automate window that opens on a new tab, do the following:
    1. In the Return value(s) to Power Virtual Agents box, select Add an input, and then select Yes/No.
    2. In the Enter title box, enter CloseOmnichannelConversation, which is the Omnichannel for Customer Service context variable name.
    3. In the Enter a value to respond box, select the Expression tab, and then enter bool(true) to build the expression, and select OK.
    4. Save the changes, and then exit Power Automate.
  4. In the topic that you were editing, select Call an action again, and then in the list, select the flow that you created.
  5. In Add node, select End the conversation, and then select Transfer to agent. > Configure end-conversation topic.
  6. Go to the topic in which you need to invoke the topic for ending the bot conversation in Omnichannel for Customer Service, and use the Go to another topic option in Add a node.
  7. Select the topic that you created for ending the bot conversation.
  8. Save and publish the changes.

Additionally, you can configure automated messages in Omnichannel for Customer Service that will be displayed to the customer after the conversation ends.

Unable to connect the Power Virtual Agent bot to a voice workstream

Issue

An error message similar to the following is displayed on the PVA dashboard when you are configuring the hand-off between Power Virtual Agents bot and the Omnichannel voice workstream:

"Your bot doesn't have access to all the required variables and actions. Ask your admin about installing the Omnichannel package or follow this step-by-step walkthrough".

Resolution

If you haven't installed the required extensions, you'll see a message that your bot doesn't have access to the variables or actions it needs. You must install the following extensions in the specified order for the hand-off to work:

  1. Power Virtual Agents telephony extension
  2. Omnichannel Power Virtual Agent extension
  3. Omnichannel Voice Power Virtual Agent extension

Chat widget icon does not load on the portal

Issue

Chat icon doesn't load on the portal. The chat icon URL which was configured as default doesn't load.

Resolution

You can use an icon of your choice by specifying the link of the icon in the Chat widget configuration page. Perform the steps outlined in Configure a chat widget.

Chat not getting initiated on starting a new chat from portal

Issue

A message stating Sorry, we're not able to serve you at the moment is shown to the customers when they start a chart on the portal. The possible issues might be one of the following:

  • Agents not configured in the queue.

  • Allowed Presence is not updated in the work stream: The default work streams that are shipped out-of-the-box, does not have Allowed Presence values in the work stream.

    Sorry, we are not able to serve you at this moment message on portal chat widget.

Resolution

As an administrator, make sure of the following:

Chat widget does not load on the portal

Issue

Chat widget does not load on the portal. There are multiple reasons this may happen. This section includes five possible resolutions.

Chat widget portal.

Resolution 1: Location option

The Location option for the chat widget might be configured incorrectly.

Delete the location in Widget location, and then recreate it.

To delete and add Widget location for the chat widget, do the following:

  1. Sign in to the Omnichannel Administration app.

  2. Go to Administration > Chat.

  3. Select a chat widget from the list.

  4. Select the Location tab.

  5. Select a record in the Widget Location section, and then select Delete.

  6. Select Save.

  7. Select Add in the Widget Location section to add a record. The quick create pane of the chat widget location appears.

  8. Specify the following.

    Field Value
    Title Type the title of record.
    Value The website domain where the chat widget must be displayed. The domain format should not include the protocol (http or https). For example, the website is https://contoso.microsoftcrmportals.com. Now, the value is contoso.microsoftcrmportals.com.
  9. Select Save to save the record.

  10. Go to the website and check whether the chat widget loads.

Note

The chat widget requires session storage and local storage to be functional in your browser. Make sure you have cookies enabled in your browser so these services can work properly.

Resolution 2: Remove location

Alternatively, try removing the chat widget location.

Remove the chat widget location.

Resolution 3: Clear portal cache

Clear the portal cache by doing the following:

  1. Go to your portal and sign in as a portal administrator.

    Portal administrator sign-in.

  2. Add the following to the end of your portal URL:

    /_services/about

    For example:

    https://contoso.powerappsportals.com/_services/about

  3. Select Clear cache.

    Clear the cache.

  4. Reload the portal.

    Also, make sure that your web browser allows third-party cookies.

Resolution 4: Sync portal configurations

To sync portal configurations, do the following:

  1. Go to https://make.powerapps.com.

  2. Find and select your portal, and then choose Edit.

    Edit the portal.

  3. Select Sync Configuration.

    Select Sync Configuration.

Resolution 5: Restart portal

Restart the portal by doing the following:

  1. Go to https://make.powerapps.com.

  2. Select your portal, and then under Advanced options, choose Settings > Administration.

    Advanced options settings.

  3. Select Restart.

    Select Restart to restart the portal.

Agents not receiving chat in Omnichannel for Customer Service

Issue

As an agent, you aren't receiving chat in the Omnichannel for Customer Service app. The issue is caused when you receive the chats in Customer Service Hub app.

Resolution

You must remove the Customer Service Hub app from the channel provider configuration in the Channel Integration Framework app.

  1. Sign in to Channel Integration Framework.
  2. Select the record that is related to omnichannel.
  3. Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.
  4. Select Save to save the record.

Conversation is stuck in wrap-up state

Issue

As an agent or a supervisor, you see that some conversations are stuck in the wrap-up state in your Omnichannel Agent Dashboard or Omnichannel Ongoing Conversations Dashboard.

Resolution

When conversations are ended by the agent or customer, they transition to the wrap-up state. In order to close the conversation, the primary agent assigned to the conversation needs to close the conversation in the session panel. To learn more about closing sessions, see Manage sessions in Omnichannel for Customer Service. To learn more about the wrap-up conversation state, see Understand conversation states in Omnichannel for Customer Service.

Dashboards do not appear in Omnichannel for Customer Service active dashboards view

Issue

When you use the Omnichannel for Customer Service app on Unified Service Desk or on web, the Active Omnichannel Agent Dashboard view doesn't show certain dashboards like Tier 1 Dashboard, Tier 2 Dashboard, Knowledge Manager, and My Knowledge Dashboard.

Resolution

As a system customizer or administrator, you must manually add these dashboards using app designer.

To add the dashboards using app designer, follow these steps:

  1. Go to https://<orgURL>.dynamics.com/apps.
  2. Select the ellipsis (...) button in the Omnichannel for Customer Service app tile.
    Sign in to Omnichannel for Customer Service.
  3. Select OPEN IN APP DESIGNER. The App Designer opens in a new tab.
  4. Select Dashboards in the canvas area. The Components pane in the right side shows the list of Classic Dashboards and Interactive Dashboards.
  5. Select the following dashboards under Interactive Dashboards.
    • Knowledge Manager
    • My Knowledge Dashboard
    • Tier 1 Dashboard
    • Tier 2 Dashboard
      Add dashboards in the app designer canvas area.
  6. Select Save and then select Publish.

Agent dashboard isn’t loading or is giving an authorization error

Issue

The issue might happen due to the following reasons:

  • Azure Active Directory consent is not available for Omnichannel for Customer Service app.
  • Agent doesn't the Omnichannel agent role privileges.
  • Agent is not assigned to any queue.

Resolution

Perform the following:

An error occurred in the communication panel

Issue

After you sign in to the Unified Service Desk client application, you see the following error message.

An error occurred in the Communication panel. Restart Unified Service Desk and try again. (Error Code - AAD_ID_MISMATCH - Azure ADID mismatched with logged-in user id)

Unified Service Desk application error.

While signing in to Unified Service Desk you must enter the Customer Service app credentials and sign in, and again, you are shown a dialog to enter credentials to connect to Dataverse server. When you enter different credentials, this issue occurs.

Resolution

If you use Chrome process to host applications, go to C:\Users\<USER_NAME>\AppData\Roaming\Microsoft\USD and delete the CEF folder. Now, sign in to Unified Service Desk client application and try again.

Communication panel doesn't load in Omnichannel for Customer Service app

Issue

Communication panel doesn't load in Omnichannel for Customer Service app:

  • When a record doesn't exist in the Channel Integration Framework app.
  • When configurations don't sync.

Resolution

  • Create a Channel Integration Framework record with the following values.

    Field value
    Name Omnichannel
    Label Omnichannel
    Channel URL <Chat control cdn url>?uci=true&env=<env>&ocBaseUrl=<oc endpoint>&ucilib=<crm org url>/webresources/Widget/msdyn_ciLibrary.js
    Enable Outbound Communication No
    Channel Order 0
    API Version 1.0
    Select Unified Interface Apps for the Channel Omnichannel for Customer Service
    Select the Roles for the Channel
  • Omnichannel administrator
  • Omnichannel agent
  • Omnichannel supervisor
  • To learn how to create a record, see Configure a channel provider for your Dynamics 365 organization.

  • To sync the configurations, remove the channel and roles, add them again and save the record.

    1. Sign in to the Dynamics 365 apps.
    2. Select the dropdown button on Dynamics 365 and select Channel Integration Framework.
    3. Select the Omnichannel record from the list.
    4. Remove Omnichannel for Customer Service from the Select Unified Interface Apps for the Channel section.
    5. Add Omnichannel for Customer Service again in the Select Unified Interface Apps for the Channel section.
    6. Remove Omnichannel agent, Omnichannel supervisor, and Omnichannel administrator from the Select the Roles for the Channel section.
    7. Add Omnichannel agent, Omnichannel supervisor, and Omnichannel administrator again in the Select the Roles for the Channel section.
    8. Select Save to save the record.
    9. Sign in to Omnichannel for Customer Service app and check if the communication panel loads.

User presence isn’t loading or it’s showing unknown

Issue

The issue might happen due to the following reasons:

  • Cookies are blocked in the browser.
  • Azure Active Directory consent is not available for Omnichannel for Customer Service app.
  • Agent doesn't have the Omnichannel agent role privileges.
  • Capacity and default presence are not set.
  • When you deploy or update the Customer Service workspace app profile, the Channel URL field in the Dynamics 365 Channel Integration Framework 2.0 settings for omnichannel gets overwritten. So after a deployment, the Channel Integration Framework product might point to a different URL.

Resolution

Perform the following:

  • Ensure that cookies are not blocked in the browser in any mode so that agent and supervisor presence can work properly.
  • Contact your administrator to verify Azure Active Directory consent has been given to the Omnichannel for Customer Service application on your tenant. For more information, see Provision Omnichannel for Customer Service.
  • Ensure the agent account has the Omnichannel Agent role assigned. For more information, see Assign roles and enable users in Omnichannel for Customer Service.
  • Ensure the agent account has values set for Capacity and Default presence. To learn more, see Create and manage users and user profiles.
  • Make sure that the Channel URL field in Dynamics 365 Channel Integration Framework 2.0 points to the correct URL.

Pre-imported Unified Service Desk configurations in Customer Service organization

Issue

Dynamics 365 Customer Service organization that you create from demos.microsoft.com have pre-imported sample Unified Service Desk configuration.

If you import the Unified Service Desk - Omnichannel for Customer Service package without deleting the existing configuration in the new demo org, you see an error after signing in to Unified Service Desk client application. The reason for the issue is multiple sample Unified Service Desk configurations cannot exist in a Customer Service instance.

The hosted application couldn't be created.

Resolution

You must delete the existing sample solutions before importing the Omnichannel for Customer Service - Unified Service Desk package. The pre-imported sample solutions are as follows:

  • USDISHCustomization or USDWebClientCustomization (one of these solutions would be present depending on the org template)
  • USDUnifiedInterfaceCustomization
  • DynamicsUnifiedServiceDesk
  • UiiForMicrosoftDynamicsCRM

After you delete the solutions, import the Unified Service Desk - Omnichannel for Customer Service package.

To delete the solutions, follow these steps:

  1. Sign in to the Dynamics 365 instance.
  2. Choose Settings > Solutions on the nav bar.
  3. Select one of the solutions on the Solutions page by selecting the check box, and then choose Delete. You are prompted to confirm uninstalling a managed solution. Choose OK to proceed.
    • USDISHCustomization or USDWebClientCustomization (one of these solutions would be present depending on the org template)
    • USDUnifiedInterfaceCustomization
    • DynamicsUnifiedServiceDesk
    • UiiForMicrosoftDynamicsCRM

      Note

      You must delete the solutions in the following order:

      1. USDISHCustomization or USDWebClientCustomization
      2. USDUnifiedInterfaceCustomization
      3. DynamicsUnifiedServiceDesk
      4. UiiForMicrosoftDynamicsCRM2011

      You must follow the order to remove the solutions because some of the components in the solution depend on the components in the other solution.

  4. After the solution is removed, repeat the steps to delete the other solutions.

Unable to launch Unified Service Desk client application

Issue

When you sign in to Unified Service Desk, you see the following error.

APPLICATION_HOST_ERR_NO_CONFIGURED_APPS: applications are configured for your use.

Unified Service Desk application configuration error.

The issue is due to the package deployment failure.

Resolution

You must deploy the Unified Service Desk - Omnichannel for Customer Service package again. To learn more, see Deploy Unified Service Desk – Omnichannel for Customer Service package.

Conversation control becomes blank

Issue

Conversation widget becomes blank while swapping between browser tabs in Google Chrome or Chromium-based Microsoft Edge.

Resolution

Upgrade your browser version as per the system requirements of Dynamics 365 Channel Integration Framework version 2.0. To learn more, see System requirements.

After Omnichannel for Customer Service is provisioned, I get an authentication error on the agent dashboard.

Issue

The following error message is displayed on the agent dashboard after I provision Omnichannel for Customer Service.

Something went wrong while authenticating—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

Resolution

The issue occurs when you rename the org URL but don’t update the channel URL after you've provisioned Omnichannel for Customer Service.

  1. Go to https://make.powerapps.com.

  2. On the left pane, select Apps, and then from the applications list, select Omnichannel for Customer Service.

  3. Select the ellipsis (...) button, scroll down the list, and select App profile manager.

  4. Select the administrator app (either Customer Service workspace or Omnichannel Administration), and then select Channel provider. The Active Channel Providers list is displayed.

  5. Do the following:

    • Make sure that the omnichannel channel provider record is listed and is in the active state. If the omnichannel record is not active, select the record, and then select Activate on the menu bar.
    • On the General tab of the omnichannel record, make sure that the Channel URL field includes the org information as shown in the following example:
      https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://org749544d7-crm.omnichannelengagementhub.com&ucilib=https:// <org>.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js