Hi all,
First off, sorry if this is the wrong forum to post in. I've been absolutely stumped on why I cannot connect the agent I've created in copilot studio to the dynamics 365 customer service channel. My goal is just to allow for escalation when the agent cannot answer something the customer has asked, or if the customer requests talking to a real person, via Dynamics 365 customer service. Here is the structure of my environments. I have my developer environment which I've been creating the agent in. I then export the solution my agent lives within as a manage solution to import into my production environment. Then when I open the agent in my production environment using Copilot Studio and attempt to make the channel connection I get: "We can't determine if this agent has enabled or disabled Omnichannel."
To sanity check all my licenses required I have; Microsoft Copilot Studio, Microsoft Copilot Studio User License, Dynamics 365 Customer Service Enterprise, Dynamics 365 Customer Service Digital Messaging add-on Trial.
These are all of course applied to the user I am logged in as (expect Microsoft Copilot Studio license as its a product for the organisation), which is also a global admin.
I don't believe I've missed any steps in the Microsoft Learn page for configuring the handoff. My production environment has the Omnichannel for Customer Service package installed. As well as a number of others relating to Dynamics 365 Customer Service, Omnichannel, as well as a Omnichannel Power Virtual Agent extension. I've made sure that the Chat channel is enabled within the Customer Service admin center as well. It might be worth noting that the Omnichannel PVA Demo Bot that gets created has been on a perpetual "Inprogress" state when it was automatically added to the Bots tab in the Customer Service admin center as well as in Copilot Studio. That bot is of course unrelated to my agent, but just incase that being a its current states somehow provides a clue? Lastly, I'm not doing any ALM for my agent, and checking its solution layers it is not apart of any unmanaged layers.
Another small point, the trail Dynamics 365 Customer Service Enterprise has everything working fine. I can import my solution with my agent into that environment that gets created (CustomerService Trial) and there are no issues connecting the channel to Dynamics 365 Customer Service. I'm pretty lost as to what that trial has included that I do not have myself as well...
Please if someone can point out what I am doing wrong, I would greatly appreciate it.
Thank you!
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