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Widget conversations hand off as , not incidents. When the AI hands off a chat, your rep picks it up as a real-time chat inside the Omnichannel Agent app — no case opened, no ticket queue.

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Pre-requisites

Install the AI Chat Widget on your site first. Dynamics handoff has nothing to route until the widget is live — start with Install Widget and come back here.

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How conversations land in Dynamics 365

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Setting up

1

Confirm the widget is live

Open the page where the widget is embedded and send a test message. You should see the AI respond. If not, walk through Install Widget first.
2

Confirm Dynamics is connected

In your OpenCX dashboard, the Dynamics 365 card should show Active. If it doesn’t, re-run Test & Save in Connect to OpenCX.
3

Set a default workstream (optional but recommended)

The Omnichannel live work item routes to the workstream you pass as workstreamId. OpenCX uses your default_queue_id setting for that. Copy the workstream GUID from Omnichannel admin center → Workstreams and paste it into default_queue_id in the OpenCX Dynamics settings.
4

Trigger a test handoff

Say “I want to talk to a human” in the widget. The AI should hand off. Open the Omnichannel Agent app and accept the incoming chat.
If the handoff lands as an incident instead of a live work item, the session’s channel isn’t web. See the troubleshooting scenario on routing below.

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What the rep sees

  • A live chat in the Omnichannel Agent app, not a case in the Customer Service app.
  • The AI’s session summary as the conversation subject.
  • sessionId and channel: web in the work item’s — sessionId is the trace key back to OpenCX.
  • Customer name, email, and phone pre-filled on the work item from the session.
  • OpenCX records dynamics365_chat_id on the OpenCX session for audit.

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Channel-specific details

OpenCX creates the oc_liveworkitem with a workstreamId; Dynamics’s Workstream → Routing rules → Assignment method decide which queue and which rep picks it up. Align default_queue_id with a workstream that has routing rules you actually want.
When the widget passes a verified email via widget authentication, OpenCX links the existing Dynamics contact on that email. Anonymous visitors land with no contact linked on the work item — reps can link one manually.
When an AI action returns data rendered by a custom component, the visitor sees the richer UI. The rep in Omnichannel Agent sees the underlying text — write copy that reads well in both surfaces.
Reps should continue the conversation inside the Omnichannel Agent app. OpenCX marks the session as handed off once the live work item is created; messages the rep sends in Dynamics stay in Dynamics.

AI Chat Widget

Install, configure, authenticate the widget itself.

Conversations in Dynamics 365

Routing rules, live work item payload, observability.

Connect to OpenCX

Paste credentials and verify the connection.

Troubleshooting

Live work item never appears, handoff lands as incident instead.