Configure context variables for bots

This article lists the context variables for Azure and Copilot Studio bots, and how you can configure them in Omnichannel for Customer Service. To understand how to create context variables, see Manage context variables.

Context variables for Azure bots

The following table contains the list of context variables in Omnichannel for Customer Service that you can use for configuring Azure bots.

Context variables for Copilot Studio bots

The following table contains the list of context variables available in Omnichannel for Customer Service that you can use for configuring Copilot Studio bots.

Configure context variables for Copilot Studio bot

To have your Copilot Studio bot read context variables from Omnichannel, do the following steps:

1. On the Topics page, select Add a topic and from blank.

2. Enter a name for your topic (for example, "Set context variables") and save it.

3. Add a new node to the topic, and select Variable management > Set a variable value

4. In your new node, under Set variable select Create a new variable.

5. Open the Variable properties pane by clicking the new variable name. In the pane, set the Variable name to match the Omnichannel context variable's name exactly (it's case sensitive).

6. In the Reference section, select the ellipses (...) and select Get value from this node if empty. The Copilot Studio bot retrieves the variable value from this node at runtime.

7. In the Usage section, select Global (any topic can access) and External sources can set values. Copilot Studio accepts data from Omnichannel. Close the Variable properties pane.

8. In your node, enter a value in To value that matches the data type your bot expects. For example, if your bot expects a string, set Text(""). Copilot Studio falls back to the value that you set here if the data doesn't arrive in the conversation.

   

9. Save and publish the changes.

During a conversation, the data from the Omnichannel context variable is set in the Copilot Studio variables and can be used in the bot's logic.

The bot can also set Omnichannel context variables during a conversation. To set an Omnichannel variable from your Copilot Studio logic, make sure that your bot is using the correct variable name and set the value in the "To value" property in your variable management node. Copilot Studio hands off the variable to Omnichannel during transfer to agent. This is often used to link the conversation to a case when the bot escalates the conversation to an agent. More information on how to link records in Omnichannel from this data: Link customer and case to a conversation

The global variables that are created in Copilot Studio can be passed to Omnichannel for Customer Service when a conversation is escalated. For the complete list, see Contextual variables available upon hand off.

Parse JSON object to extract record ID

Make sure that you have the following details:

• The Omnichannel for Customer Service context variable, such as msdyn_contact_msdyn_ocliveworkitem_Customer.
• The schema details

A copy of the sample schema details is as follows:

        Schema: 
        {
            "type": "array",
            "items": {
                "type": "object",
                "properties": {
                    "RecordId": {
                        "type": "string"
                    },
                    "PrimaryDisplayValue": {
                        "type": "string"
                    }
                },
                "required": [
                    "RecordId",
                    "PrimaryDisplayValue"
                ]
            }
        }

PrimaryDisplayValue contains the value from the attribute in the Dataverse entities. The mapping for the entity attributes is as follows:

• Cases: Case title
• Contacts: Full name
• Accounts: Name

Here's a sample context record.

{
    "msdyn_contact_msdyn_ocliveworkitem_Customer": [
        {
            "RecordId": "<GUID>",
            "PrimaryDisplayValue": "<FullName>"
        }
    ],
    "msdyn_liveworkitemid": "<GUID>"
}

See also

Integrate a Copilot Studio bot
Integrate an Azure bot
Configure bots to escalate and end conversations
Live chat SDK reference