Learn the steps to get started with our modern Messaging platform for engagements in Live Assist for Dynamics 365.
Note: Messaging is our new modern platform for engagements in Live Assist for Dynamics 365. Our legacy platform for engagements is called Live Chat. This article explains how to enable Messaging on your instance of Live Assist.
The original primary engagement option for Live Assist for Dynamics 365 was Chat. Chat powered conversations between agents and consumers that concluded quickly. Along with our partner LivePerson, we now offer a new type of engagement called Messaging. This takes chats to to the next level. For example, it makes it possible to have longer running "anytime" conversations.
Messaging allows for asynchronous, resumable conversations between brands and their consumers, in the same way that consumers are already used to communicating by social networking services. It allows integration with popular 3rd party channels like Twilio SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat, and more.
How to Enable Messaging
Complete the following steps in order to enable Messaging on your Live Assist for Dynamics 365 instance.
Install the latest version of Live Assist for Dynamics 365.
Live Assist Messaging is available on the CRM package version 18.104.22.168 or higher.
- Back-End Enablement of Messaging Features (Existing Customers only): Please contact your Account Director to have us enable Messaging on your account.
- Enable the Messaging Widget: Follow the guide to enable the widget in one of your Microsoft Dynamics 365 applications.
- Create Messaging Web Engagements: Follow the guide to create web engagements that use Messaging.
- Test the Messaging Conversation: Test the Messaging Conversation by following the steps stated in the testing guide.