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Configure agent context in Azure agents

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Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

For Azure agents, you must install the bot SDK and instantiate the Omnichannel middleware before you configure agent context.

Install the bot SDK in your project

  1. To open the NuGet Package Manager, right-click your project and then select Manage NuGet Packages.

  2. In the NuGet Package Manager, select the package source as nuget.org and browse for "Microsoft.Xrm.Omnichannel.BotSDK". Select the package and then select Install. More information: Nuget page

Alternatively, you can use the following command in NuGet CLI.

Install-Package Microsoft.Xrm.Omnichannel.BotSDK

The bot SDK is now installed and the Omnichannel middleware is available in your project.

Use the Omnichannel middleware in your bot code

Use this procedure if you've created your agent using Visual Studio Azure Bot template or Azure portal.

  1. Open the AdapterWithErrorHandler.cs file.

  2. Add the import statement and instantiate the Omnichannel middleware.

    using Microsoft.Omnichannel.Bot.Middleware; 
Use(new OmnichannelMiddleware());

    Add import statement.

Next steps

Parse activity JSON to get agent context

Send custom context
setContextProvider
Integrate an Azure agent