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Configure bot context in Azure bots

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

For Azure bots, you must install the bot SDK and instantiate the Omnichannel middleware before you configure bot context.

Install the bot SDK in your project

  1. To open the NuGet Package Manager, right-click your project and then select Manage NuGet Packages.

  2. In the NuGet Package Manager, select the package source as nuget.org and browse for "Microsoft.Xrm.Omnichannel.BotSDK". Select the package and then select Install. More information: Nuget page

Alternatively, you can use the following command in NuGet CLI.

Install-Package Microsoft.Xrm.Omnichannel.BotSDK

The bot SDK is now installed and the Omnichannel middleware is available in your project.

Use the Omnichannel middleware in your bot code

Use this procedure if you've created your bot using Visual Studio Azure Bot template or Azure portal.

  1. Open the AdapterWithErrorHandler.cs file.

  2. Add the import statement and instantiate the Omnichannel middleware.

    using Microsoft.Omnichannel.Bot.Middleware; 
Use(new OmnichannelMiddleware());

    Add import statement.

Next steps

Parse activity JSON to get bot context

See also

Send custom context
setContextProvider
Integrate an Azure bot