Manage custom context

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.

When a customer initiates a chat from the portal, you can pass custom context to Omnichannel for Customer Service. This custom context can be used for displaying information on the user interface and creating routing rules that eventually determine the queue to route the chat to.

The custom context is a collection of key or value pairs. Only primitive values are allowed for any key. The keys of custom context must correspond to context variables that are created for the associated work stream in Omnichannel for Customer Service. If no context variables have been created under live workstream with a matching logical name, variables are created at runtime assuming the type as String. The custom context provider would be invoked by live chat widget when a new chat is started. Because the values are case sensitive, use exact match to pass them to the context variables.

For information on context variables that can be configured, see Context variables.

Use the following steps to send custom context when starting a chat:

  1. Listen to the lcw:ready event raised by a live chat before calling the live chat SDK methods. The live chat methods should be invoked after the lcw:ready event is raised. You can listen for this event by adding your own event listener on the window object.
  2. Once the lcw:ready event is raised, register a custom context provider with live chat using the setContextProvider method.
  3. Use startChat SDK to initiate a chat.

Sample code

function contextProvider(){
	//Here it is assumed that the corresponding work stream would have context variables with logical name of 'contextKey1', 'contextKey2', 'contextKey3'. If no context variable exists with a matching logical name, items are created assuming Type:string               
	return {
			'contextKey1': 'contextValue1', // string value
			'contextKey2': 12.34, // number value
			'contextKey3': true // boolean value

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
	// Handle LiveChat Ready event
	// SDK methods are ready for use now
	// Setting custom context provider to be used with Chat for Dynamics 365
	// The custom context provided by custom context provider can be used for routing the chat to a particular queue
	// Starting a new chat

window.addEventListener("lcw:error", function handleLivechatErrorEvent(errorEvent){
	// Handle LiveChat SDK error event

To display the context variables in the Conversation Summary Control for a conversation, make sure that you include isDisplayable attribute in the body of setContextProvider method and set its value to true. More information: Display custom context.

See also

JavaScript API reference
Configure context variables for a bot