setContextProvider

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.

Sets the context provider for live chat channels. The context provider function, when invoked, returns the context to be used for initializing a chat session.

Syntax

Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(contextProvider);

Parameters

Return value

None

Example

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
        // Set the custom context provider
        // Throws error if contextProvider is not a function
        Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(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': {'value': 'contextValue1', 'isDisplayable': true},
                             'contextKey2': {'value': 12.34, 'isDisplayable': false},
                             'contextKey3': {'value': true}
                   };
        });
});

In the preceding sample code, the value attribute contains the value of the context variables.

The isDisplayable attribute, if set to true, will display the passed items in the third tab on the Conversation Summary Control for a conversation.

Pass customer's self service as context

You can pass a customer's self service as context at the start of a conversation with that customer. The setContextProvider method passes the recent customer actions as part of context with self service type, for a new conversation between the customer and agent. A visitor journey record is created for each self service action.

Here's a sample code that shows how to use the setContextProvider method.

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){

Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
    return {
            'SelfService': { 'value' : 
                '[ {"msdyn_displaytitle":"Page visited", "msdyn_starttime":"yyyy-mm-ddThh:mm:ssZ","msdyn_type":192350000}, \
                   {"msdyn_displaytitle":"Phrase searched", "msdyn_starttime":"yyyy-mm-ddThh:mm:ssZ","msdyn_type":192350001}, \
                   {"msdyn_displaytitle":"Knowledge article viewed", "msdyn_starttime":"yyyy-mm-ddThh:mm:ssZ","msdyn_type":192350002}, \
                   {"msdyn_displaytitle":"Custom action performed", "msdyn_starttime":"yyyy-mm-ddThh:mm:ssZ","msdyn_type":192350003} \
                 ]'
             }, // Additional context can be added as shown below
                //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
                'contextKey1': {'value': 'contextValue1', 'isDisplayable': true},
                'contextKey2': {'value': 12.34, 'isDisplayable': false},
                'contextKey3': {'value': true}
         };
    });
});

For the sample script to track self service actions that can be included in the Self Service Portal, see Self Service sample code.

Error codes

The following error can occur for this method.

See also

JavaScript API reference for live chat SDK
Display custom context