Copy an environment that includes Omnichannel for Customer Service

  • Article

Omnichannel for Customer Service lets you integrate with external services and channels like WhatsApp, Twilio, and Azure Communication Services. The integration parameters are stored in Dataverse tables. To create a copy of a Dynamics 365 Customer Service environment that contains Omnichannel for Customer Service, you can use the standard copy feature of model-driven apps. The integration parameters are copied to the new environment. However, you need to perform some additional steps to make sure that the copied environment works correctly. For example, if you have digital messaging channels, you need to delete and configure them again.

Prerequisites

Copy the environment from the source

Copy an environment and choose one of the following copy options:

  • Minimal copy. Schemas and customizations only are copied. The source data isn't copied. You can create the channels and workstreams in the target environment, and no corrections are needed.
  • Full copy. Everything in the source is copied. You need to make a few corrections in the target environment before you can start using it.

Configure the target environment after copying from the source

If you chose the full copy option, it can take up to an hour for Omnichannel for Customer Service data to appear in the target environment.

  1. Review and update the users, role mappings, and capacity profiles in the target environment.

  2. Review the queues and update the agent memberships for agent assignments. For more information, see the following articles:

  3. If you have live chat configured in your source environment, update the live chat widget snippets in your website or portal to point to the target environment.

    The live chat widget snippets in the source are regenerated in the target environment. Make sure that you copy the new scripts from the target environment and update your website code to use them.

  4. Make sure that the user features and chat settings are updated for the chat channel configuration in the target environment.

  5. Recreate the channel configurations for each channel in the target environment. Delete the existing channel or page and dissociate the channel from the corresponding channel-specific workstream. Configure the channel again, and then update the channel-specific workstream with the newly configured channel.

Configure Copilot Studio bots in the target environment

  1. Delete any Copilot Studio bots in all workstreams and the environment.

  2. Create a bot or connect a previously configured bot that's specific to the target environment and configure with channel workstreams.

  3. Update the workstreams to use the new bot.

Note

To use the same Copilot Studio bot in the target environment, reconnect it to the new environment, and then follow the configuration steps to disconnect and reconnect Omnichannel for Customer Service. If you reconnect the bot to another environment, it will break the source environment.

Configure Azure bots in the target environment

  1. Delete any Azure bots in all workstreams and the environment.

  2. Reconnect the bot following the steps in Configure the Bot user in the Omnichannel for Customer Service environment.

Configure real-time and historical analytics

  1. To make sure that real-time analytics reports reflect information in the target environment, on the real-time analytics page in the Customer Service admin center, turn off Enable Omnichannel real-time analytics, and then turn it back on.

  2. To make sure that historical analytics reports reflect information in the target environment, on the historical analytics page in the Customer Service admin center, turn off Enable Omnichannel historical analytics report, and then turn it back on.

See also