Azure Bot works on all channels except Live chat widget

Tony Bissell 5

I've created a Multitenant Azure Bot using the python Echo Bot example provided by Microsoft in github. I'm hosting it as an app service and it works in the Emulator, Slack, and DirectLine. Today, we tried to integrate the Bot with Omnichannel and test it with the Live Chat Widget. We can see the messages the bot is sending and receiving in the Conversation Monitoring on Omnichannel's side. However, the person using the widget doesn't see anything but the messages they've sent. I don't see any unusual exceptions or anything on the app service side or on the widget.

I'm sure there must be a permissions issue or networking issue somewhere. Has anyone seen this or have any ideas?

1 answer

Sina Salam 15,396 Reputation points

2025-01-15T22:30:13.81+00:00

Hello Tony Bissell,

Welcome to the Microsoft Q&A and thank you for posting your questions here.

I understand that you are having issues with the Azure Bot works on all channels except Live chat widget.

Try to focus on message formatting, widget configuration, and targeted debugging to resolve the problem accurately. Also, check out the following links for more information and troubleshooting steps to resolve the issue:

https://learn.microsoft.com/en-us/dynamics365/omnichannel/omnichannel-live-chat

https://adaptivecards.io

https://learn.microsoft.com/en-us/dynamics365/omnichannel/omnichannel-troubleshooting

I hope this is helpful! Do not hesitate to let me know if you have any other questions.

Please don't forget to close up the thread here by upvoting and accept it as an answer if it is helpful.
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Tony Bissell 5 Reputation points

2025-01-15T22:35:02.4666667+00:00

I've already visited those to no avail.

Tony Bissell 5 Reputation points

2025-01-16T01:08:45.7733333+00:00

All the links you gave are 404s

Sina Salam 15,396 Reputation points

2025-01-16T12:41:14.3433333+00:00

Hi

Thanks for your feedback.

Among all, this https://adaptivecards.io/ is not.

I saw other two properly it's an update:

First, second and fourth links should be good.

Also, the link you're looking for is here marked:

I want to believe that you have done the following message formatting, widget configuration, and debugging as you said:

Check if your bot is sending messages in a plain text format.

If using rich content (e.g., adaptive cards, images), ensure that these formats are supported by the Live Chat Widget.

Test the bot with simple messages to confirm if formatting is the issue.

Use the Omnichannel developer tools to inspect the widget and identify rendering issues.

Ensure the Live Chat Widget’s SDK is correctly initialized and updated.

Double-check the configuration in Omnichannel to ensure the bot is properly linked to the Live Chat Widget.

Verify that the messaging policies allow the bot to communicate with the widget.

Use browser developer tools to monitor the network activity of the widget.

Look for any errors or failed API calls related to the bot’s messages.

If the Live Chat Widget requires specific APIs or protocols, consider updating your bot to comply with these requirements.

Refer to Omnichannel documentation for supported features.

If you have, and the problem persists, contact Azure Support via your Portal and in case if you have any resolution, please do share that same with the community as it can be helpful to others.

Goodluck.

Tony Bissell 5 Reputation points

2025-01-16T12:49:32.3366667+00:00

I also developed a custom live widget in react to the same effect. The messages are showing on Omni channel conversation monitor. As far as I know, there is no special message format in the documentation for the live chat widget. It should just work.

santoshkc 11,710 Reputation points Microsoft Vendor

2025-01-16T14:27:11.0266667+00:00

Hi Tony Bissell,

It seems the issue may lie in how the bot is integrated or how the Live Chat Widget is handling the messages. First, ensure the bot is properly linked to the Omnichannel workspace and communicating with the widget. Test with simple text messages to see if the issue is related to message formatting, especially if you’re using rich content like Adaptive Cards or images. Also, verify that the bot is compatible with the Omnichannel Chat SDK, which is essential for correct integration. If you’re using a custom React widget, check that it properly interacts with the Omnichannel SDK to display messages. You can also inspect the network activity using browser developer tools to check if the messages are being received but not rendered.

For more details, you can refer to: Omnichannel Chat SDK and Live Chat Widget UI Components. Also, you can refer to Quickstart: Add a bot to your chat app.

Thank you.

Tony Bissell 5 Reputation points

2025-01-16T20:31:32.7966667+00:00

I'm directly using the sample bot (both the TS and Python Echo bot) that are provided by Microsoft and I've tried the Javascript widget also provided by microsoft which is trivial to use. You can just drop it on W3Schools' test pages.

The messages work if you integrate with a Copilot bot, but not my azure bot. I'm not seeing any logs in the azure bot that indicates a 403 or malformed request. So either it's silently failing or the issue is somewhere else. I dont know where to look to see if the Bot service is having a problem.

santoshkc 11,710 Reputation points Microsoft Vendor

2025-01-17T12:46:04.03+00:00

Hi Tony Bissell,

Sorry for the trouble you are facing. I recommend reporting this issue to the Azure support team. They will be able to investigate the issue further and provide a more targeted solution. You can report the issue by following these steps:

Go to the Azure portal and navigate to your Bot services resource.

Click on the "Support + troubleshooting" tab.

Fill out the required information, including a detailed description of the issue and any steps you have taken to troubleshoot it.

Submit the support request.

The Azure support team will review your request and provide assistance as soon as possible.
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Azure Bot works on all channels except Live chat widget

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