Verify if the Record Exists
Go to Advanced Find (or Dataverse tables view) → look for Automated Messages (msdyn_ocautomatedactionrule).
Search for the ID: d9353723-ca2c-4f45-89b1-16a9405e8d3a.
If it doesn’t exist, it was deleted. Check Related Configurations
Go to your Workstreams and Session templates where Automated Messages are configured.
Look for any broken references (empty or blank message slots).
Update them to point to a valid Automated Message. Recreate the Missing Automated Message
If you know what message it was supposed to be, recreate it in Customer Service Admin Center → Workstreams → Automated Messages.
Update the workstream/session to use the new one. Security Check
Ensure your user has access to Omnichannel Automated Messages (msdyn_ocautomatedactionrule) in security roles.
Sometimes admins can see it, but agents cannot. Last Resort – Remove Broken Reference in Dataverse
If a workstream is still pointing to a deleted record, you may need to edit the workstream record in Dataverse directly and clear the reference to the missing Automated Message.
Do this carefully (backup first).
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