Copilot Flow Breaking in Omnichannel Widget – Need Help!

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Posted on 17 Mar 2025 05:13:49 by sohom-rik3

I've been experiencing frequent issues with the Copilot flow in the Omnichannel widget. The flow often breaks or distorts while using Copilot during Live Chat, which is essential for our operations.

Ideally, the flow should display the message first, followed by the options, but it's not functioning correctly within the widget. This disruption is causing significant challenges at times.

Has anyone else encountered this issue? Any suggestions or possible resolutions would be greatly appreciated!

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Vinoth Selvam 1,453 Super User 2025 Season 1 on 17 Mar 2025 at 15:42:01

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Copilot Flow Breaking in Omnichannel Widget – Need Help!

Hi sohom-rik3,

Yes, if this is an intermittent issue, it should be because of some processing delays. Are you sure, there are'nt any process running before you display the adaptive card, which delays the message or the card in between?

For time being, u can have a delay for 2 seconds or something. But it shouldnt be the case always. If possible try to re design the logic and display the message inside the adaptive card itself.

Thanks.

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sohom-rik3 29 on 17 Mar 2025 at 08:26:32

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Copilot Flow Breaking in Omnichannel Widget – Need Help!

Hello @Artur Stepniak , I can confirm that this issue occurs occasionally rather than consistently. I have also consulted with Microsoft Support, and they recommended adding a delay between messages. Do you think this would be considered a best practice?
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Artur Stepniak 1,521 Super User 2025 Season 1 on 17 Mar 2025 at 08:02:34

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Copilot Flow Breaking in Omnichannel Widget – Need Help!

Hello,

have you checked where it happens? Couldn't it be related to the performance of the web browser agent? Because it looks like if an adaptive card was rendered first somehow. Is it always happening? Maybe adding another message then "Shoot" one and then an adaptive card and see what happens? You could also, as a last resort, because it's not ideal, use the flow with a delay action.

In case of any other questions, let me know. If the answer helped you, mark it, so that others can benefit from it.

Best regards,

Artur Stepniak
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