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Send authentication token

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.

To authenticate a customer when they start a chat, pass an authentication token to Omnichannel for Customer Service. This token is used to validate a signed-in customer from a domain, and to extract information based on the context variables that are defined. Custom authentication is optional and is relevant only when the chat widget is hosted outside Power Apps portals.


  • In the payload of the JSON Web Token (JWT), the value provided for the lwicontexts key should be the serialized custom context.
  • The custom context is a collection of key/value pairs. Only primitive values are allowed for any key.
  • The keys of custom context must correspond to context variables that are created for the associated workstream in Omnichannel for Customer Service.
  • The authentication token provider would be invoked by live chat widget when starting a new chat.

The SDKs related to authentication token provider are applicable only if authentication is enabled for the widget. To enable authentication for your widget, see Create chat authentication settings.

Follow these steps to send an authentication token when you start a chat:

  1. Generate a valid JWT from the JSON payload. More information: setAuthTokenProvider

  2. The live chat methods should be invoked after the lcw:ready event is raised. You can listen for this event by adding your own event listener on the window object.

  3. After the lcw:ready event is raised, register an authentication token provider with live chat by using the setAuthTokenProvider method.


    To avoid timeout, the authTokenProvider function in the setAuthTokenProvider method must respond within 10 seconds.

  4. Use the startChat method to start the chat.

Sample code

let payloadToEncrypt = {
    "sub" : "87b4d06c-abc2-e811-a9b0-000d3a10e09e",
    "lwicontexts" :"{\"msdyn_cartvalue\":\"10000\", \"msdyn_isvip\":\"false\"}",
    "iat" : 1542622071,
    "iss" : "",
    "exp" : 1542625672,
    "nbf" : 1542622072

function convertToJwtToken(payloadToEncrypt){
  // Ideally, you should call your service to convert the payload to a valid JWT token
  return Promise.resolve("eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJzdWIiOiI4N2I0ZDA2Yy1hYmMyLWU4MTEtYTliMC0wMDBkM2ExMGUwOWUiLCJsd2ljb250ZXh0cyI6IntcIm1zZHluX2NhcnR2YWx1ZVwiOlwiMTAwMDBcIiwgXCJtc2R5bl9pc3ZpcFwiOlwiZmFsc2VcIn0iLCJpYXQiOjE1NDI2MjIwNzEsImlzcyI6ImNvbnRvc29oZWxwLmNvbSIsImV4cCI6MTU0MjYyNTY3MiwibmJmIjoxNTQyNjIyMDcyfQ.r37z1M5rMyRYMOJ-rhyTRYFOgvl9N7KvTMueSFPkiuM");

function authTokenProvider(callback){
    convertToJwtToken(payloadToEncrypt).then(function (jwtToken){
    // Calling the callback with the valid JWT token

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
    // Handle live chat ready event
    // Can use the SDK methods now
    // Setting authentication token provider to be used for the chat

   // Starting a new chat

window.addEventListener("lcw:error", function handleLivechatErrorEvent(errorEvent){
  // Handle livechat error event

See also

Live chat SDK JavaScript API reference
Send custom context