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An authentication error occurs on the agent dashboard after Omnichannel for Customer Service is provisioned

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This article provides a resolution for the issue where the agent dashboard displays an authentication error after you provision Omnichannel for Customer Service.

Symptoms

The following error message is displayed on the agent dashboard after provisioning Omnichannel for Customer Service:

Something went wrong while authenticating—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

Cause

The issue occurs when you rename the org URL but don't update the channel URL after you've provisioned Omnichannel for Customer Service.

Resolution

To resolve this issue,

  1. Go to Power Apps.

  2. On the left pane, select Apps, and then from the applications list, select Omnichannel for Customer Service.

  3. Select the ellipsis (...) button, scroll down the list, and select App profile manager.

  4. Select an admin app, like Customer Service admin center, and then select Channel provider. The Active Channel Providers list is displayed.

  5. Do the following steps:

    1. Make sure that the omnichannel channel provider record is listed and is in the active state. If the omnichannel record isn't active, select the record and then select Activate on the menu bar.

    2. On the General tab of the omnichannel record, make sure that the Channel URL field includes the org information as shown in the following example:

      https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://org749544d7-crm.omnichannelengagementhub.com&ucilib=https:// <org>.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js