omnichat | Community Creatio

09:57 Apr 24, 2025

Hello,

I am currently trying to add a custom provider in Creatio by following this document. While the base setup is working, I have encountered a few issues as below:

1. Incoming Message Issue

Description:

Messages sent to the custom receive endpoint are not displayed in the chat interface if the Sender field is missing or the sender does not exist in the Contact Identity table.

Sample Payload:
{
"Recipient": "12345678",
"Message": "Hello How Are you?",
"Sender": "1414291595",
"Timestamp": "0"
}

Questions:

If the sender is not recognized or is missing the message is not showing on Chat.
- Are these messages still stored in Creatio?
- If so, where (e.g., specific database table, logs, etc.) can we find them?
- Is there a recommended approach for handling unknown senders?
Sometimes even if the senderid is correct, the chatID is showing null (Chat is not created)

2. Outgoing Message Error

Description:

Sending a message from the Creatio chat UI results in the following error:
"Error while sending the message."

Findings:

The issue appears to be that the internal method OmnichannelOutcomeMessagingService.SendMessage expects a ChannelName in the payload which seems to be missing when trying to send from Default chat module. This was verified by testing in Postman—adding ChannelName manually in payload allows the message to be sent successfully.

Questions:

How can we programmatically include ChannelName in the payload used by the chat component as it is part of a locked file?

Can anyone please guide me with this?

2 comments

Best reply

Oleg Drobina

19:53 Apr 24, 2025

Hello,

Regarding part 1:

Yes, if no additional logic that you created prevents messages from saving.
The two main tables are: OmnichannelMessages and OmniChat. OmnichannelMessages stores information on chat nessages, OmniChat stores messages on chats themselves.
There are none, I also reviewed the logic behind WhatsApp converted and the sender seems to be passed as a phone number there and then identification is performed using the phone number with the replacement of the original value as

message.Sender.Replace("whatsapp:", "")

Regarding part 2:

We get ChannelName from the Source. You need to bind worker to one of the values from the list below:

Also this community post may be handy https://community.creatio.com/questions/override-sending-messages-custom-channel-provider-logic

Oleg Drobina

19:53 Apr 24, 2025

Hello,

Regarding part 1:

Yes, if no additional logic that you created prevents messages from saving.
The two main tables are: OmnichannelMessages and OmniChat. OmnichannelMessages stores information on chat nessages, OmniChat stores messages on chats themselves.
There are none, I also reviewed the logic behind WhatsApp converted and the sender seems to be passed as a phone number there and then identification is performed using the phone number with the replacement of the original value as

message.Sender.Replace("whatsapp:", "")

Regarding part 2:

We get ChannelName from the Source. You need to bind worker to one of the values from the list below:

Also this community post may be handy https://community.creatio.com/questions/override-sending-messages-custom-channel-provider-logic

Madhav Patel

10:23 Apr 25, 2025

Hello @Oleg Drobina,

Thanks, I bind the worker with "ThirdParty" and it seems to work now,

I do have another question (perhaps a basic one): I'm working with an online instance, and I'm wondering if it's possible to add a custom channel name to the existing enum list. If so, could you guide me on how to do that?

Thanks again for your help!

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How Add a custom button for custom templates in chat panel of omnichat

Gabriel Cassimiro

23:24 Sep 28, 2023

I'm trying to modify the chat panel to add a new button that will contain another type of template, but I can't find which module file refers to this panel.

What files are related to this panel that allow me to make changes within it?

3 comments

Damien Collot

10:51 Sep 29, 2023

MIght be simpler in the future :) https://academy.creatio.com/docs/release/creatio-roadmap?status[]=1510&…

Gabriel Cassimiro

15:13 Sep 29, 2023

Damien Collot,

Thanks for sharing, but unfortunately I don't have access to see the content of the link

Dmytro Vovchenko

17:31 Oct 03, 2023

Also don't have access to the link:)

This module is named OmniChatModule and it is pretty unique. As you may noticed it doesn't have a structure where elements are contained in a diff panel, instead, it creates them in code (check the method render() in it).

Currently, if you want to add something to it, you need to analyze the logic of the OmniChatModule schema and OmniChatUtilities to write your own version. For example, when you click on the context name, it triggers the method openContactCard in OmniChatUtilities.

To be honest, I can't guarantee that it is even possible to modify this panel in the current version.

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custom_channel_provider

omnichat

Studio_Creatio

8.0

Bind custom channel provider to add new channel logic

Mykhailo Bormashenko

01:44 Jul 17, 2023

Hi there! We are developing an application and want to add a custom channel provider. We follow this guide, however, it does not cover how to bind custom channel provider with channel registration logic (I mean on ChatSettings page when we click on custom channel provider value on adding new channels) - is there any documentation on implementing it?

Thanks

0 comments

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Remove Chat action buttons

Andres Arrigonni

16:11 Nov 17, 2021

Hi guys,