{Linked:Bug(5994465} [D365 Omnichannel - Channel Experiences][Web][Chat][ScreenReader]: Screen reader is announcing “Bot JO said” for both the profile icons (BO and JO)

[Kjasnani7]

Is it an issue related to Adaptive Cards?

No.

What is the PWD impact?

Screen reader users (blind/low‑vision): Cannot determine whether responses are coming from the bot whom.
Users with cognitive disabilities: Incorrect speaker identification increases cognitive load and makes live agent support harder to follow.

What browsers and screen readers do this issue affect?

Windows: Chrome with NVDA, Windows: Edge with Windows Narrator

Are there any code-based customization done to Web Chat?

No, I am using Web Chat without any customizations except "styleOptions".

What version of Web Chat are you using?

Latest production

Which area does this issue affect?

ARIA roles

What is the public URL for the website?

https://cesqamancscfacsppeorg01.crm10.dynamics.com/

How to reproduce the issue?

1. Launch the application URL: https://cesqamancscfacsppeorg01.crm10.dynamics.com/and login with appropriate credentials.
2. TAB to the "Customer Service admin center" application and press ENTER.
3. TAB to "Workstreams" and press ENTER.
4. TAB to any workstream of type "messaging" and press ENTER.
5. TAB to "Edit" button and press ENTER.
6. "Let's chat" window will get opened.
7. Turn on Narrator and navigating using DOWN arrow key.
8. After the agent joined, screen reader is announcing “Bot JO said” for both the profile icons (BO and JO)

What do you expect?

Screen reader should not announce “Bot JO said” for both the profile icons (BO and JO)

What actually happened?

Screen reader is announcing “Bot JO said” for both the profile icons (BO and JO).

Do you have any screenshots or recordings to repro the issue?

eDADIRT239293_dfcMonitorChat_BotCUAnnouncedForAdvocateMessage.mp4

5994465_.D365.Omnichannel.-.Channel.Experiences.Web.Chat.ScreenReader.webm

Did you find any DOM elements that might have caused the issue?

No response

MAS reference

https://aka.ms/MAS4.1.2

WCAG reference

https://www.w3.org/WAI/WCAG21/Understanding/name-role-value

WAI-ARIA reference

No response

Adaptive Card JSON

Additional context

No response

[compulim]

@Kjasnani7 can you describe what we should actually expecting?

You mentioned "Screen reader should not announce “Bot JO said” for both the profile icons (BO and JO)" and it doesn't help us understand the problem.