Microsoft.Dynamics.AgentsSDK.Middleware 1.0.0

Microsoft Dynamics 365 Customer Service Agents SDK Middleware

The Agents SDK Middleware provides middleware and utilities for building agents that integrate with Microsoft Dynamics 365 Customer Service Omnichannel platform using the Microsoft Agents Framework. It simplifies the process of handling Omnichannel-specific activities, extracting channel data, and managing bidirectional communication between your agent and Dynamics 365 Customer Service.

Getting started

Install the package via NuGet Package Manager:

Install-Package Microsoft.Dynamics.AgentsSDK.Middleware

Or via .NET CLI:

dotnet add package Microsoft.Dynamics.AgentsSDK.Middleware

Prerequisites

• .NET 8.0 or later
• Microsoft Agents Framework packages
• An existing agent project or a new ASP.NET Core application

Usage

Adding the Middleware invloves multiple steps

Creating the Adapter

Inherit from CloudAdapter and add middleware using Use():

public class YourCustomAdapter : CloudAdapter
{
    public YourCustomAdapter(
        IChannelServiceClientFactory channelServiceClientFactory, 
        IActivityTaskQueue activityTaskQueue, 
        ILogger<IAgentHttpAdapter> logger)
        : base(channelServiceClientFactory, activityTaskQueue, logger)
    {
        // Add middleware to the pipeline
        Use(new LoggingMiddleware());
    }
}

Adding to Your Agent

Register in Program.cs:

var builder = WebApplication.CreateBuilder(args);

// Register the custom adapter with middleware
builder.Services.AddAgent<YourAgent, YourCustomAdapter>();

var app = builder.Build();

Using Activity Extensions

The SDK provides extension methods to easily work with Omnichannel activities:

using Microsoft.Dynamics.AgentsSDK.Middleware.Extensions;

public async Task OnMessageActivityAsync(ITurnContext<IMessageActivity> turnContext, CancellationToken cancellationToken)
{
    // Check if the activity is from Omnichannel
    if (turnContext.Activity.IsOmnichannel())
    {
        // Get channel-specific data
        var tags = turnContext.Activity.GetChannelDataOrDefault<string>("tags");
        var fromUserId = turnContext.Activity.GetChannelDataOrDefault<string>("fromUserId");
        
        // Process the activity based on channel data
        await turnContext.SendActivityAsync($"Received message from user: {fromUserId}", cancellationToken);
    }
}

Key Components

The SDK includes the following components:

• OmnichannelMiddleware: Microsoft Agents Framework middleware for processing Omnichannel-specific activities, handling channel data extraction, activity transformation, and user identification
• ActivityExtensions: Helper methods like IsOmnichannel() and GetChannelData<T>() for working with Omnichannel activity data
• OmnichannelMiddlewareConstants: Predefined constants for channel data keys, tags, identifiers, and regex patterns

Features

• Channel Data Processing: Automatic extraction of channel-specific metadata and user identification across channels
• Activity Transformation: Bidirectional conversion between message and event activities with preservation of original channel information
• Error Handling: Graceful handling of malformed channel data with fallback mechanisms and non-blocking error processing

Additional documentation

• Omnichannel Developer Documentation - Enable Bot Context
• Microsoft Dynamics 365 Customer Service Documentation
• Microsoft Agents Framework Documentation

Feedback

For issues, questions, and feature requests:

• Refer to the official Microsoft Dynamics 365 Customer Service documentation

� Microsoft Corporation. All rights reserved.