Variables msdyn_* (like msdyn_ConversationId) does not appear

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Posted on by Adriano Silveira

I'm modifying the "Conversation Start" topic and need to access the global variable msdyn_ConversationId. However, it does not appear to be available. I have Customer Service installed and properly configured (channels, bots, queues, workflows). Neither the msdyn_ConversationId variable nor any other global msdyn_* variable is available. How can I resolve this?

In my internet searches, I found something saying that I should now use the system variable System.Conversation.Id. Does it have the same behavior as the global variable msdynConversationId? Has the global variable msdynConversationId been discontinued?

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Vinoth Selvam 1,590 Super User 2025 Season 2 on at

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Hi Adriano Silveira,

Yes i believe, the msdyn_ConversationId variable has been deprecated in favor of the system variable System.Conversation.Id.

Simply reference System.Conversation.Id in your topic flow. If it doesn't appear automatically, try manually typing System.Conversation.Id in a variable assignment step.

Thanks.

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Adriano Silveira 21 on at

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Unfortunately, it didn't work. The content of the variables is different. I still haven't figured out how to enable Dynamics variables in Copilot Studio.

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Haso 12 on at

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@Adriano Silveira did you find a solution for this? I am having the same issue...

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Cristian Kay Favaro 15 on at

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I ran into a similar issue with the variables (e.g., ) when integrating Copilot Studio with Dynamics 365 Customer Service (Omnichannel). msdyn_*msdyn_ConversationId

I recommend installing the Omnichannel Power Virtual Agent Extension from AppSource—it improves the authoring experience by exposing additional variables/actions for the Dynamics 365 integration. It’s not required for the hand-off itself, but it helps a lot: https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm.omnichannelpvaextension

Quick checklist (this is what worked for me):

Connect the copilot to Dynamics 365 Customer Service from Channels → Customer Interaction Center → Dynamics 365 Customer Service and publish the copilot. Make sure Copilot and Dynamics are in the same environment. https://learn.microsoft.com/es-es/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp

For web testing, use the Dynamics chat widget (not the Copilot Studio test embed); otherwise, hand-off/variables may not behave as expected. https://learn.microsoft.com/es-es/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp

(Optional but useful) Install the AppSource extension and reopen the topic—you’ll typically see more Dynamics-related variables/actions available. https://learn.microsoft.com/es-es/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp

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