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Getting Started with Live Assist Messaging

  • Messaging

Updated ~ minute read

In this guide, you will learn the steps to get started with our modern Messaging platform.

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.

Background

Our legacy platform for engagements is called Live Chat. Live Chat powered conversations between agents and consumers that concluded quickly. Along with our partner LivePerson, we now offer a new modern platform called Messaging. This takes chats 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.

Infographic showing the 5 steps: (1) LAD365 Install, (2) Back-end enablement, (3) Enable the widget, (4) Create web engagements, (5) testing

  1. Install the latest version of Live Assist for Dynamics 365.
    Live Assist Messaging is available on the CRM package version 3.5.4.0 or higher.

    • New Customers: Follow the Installation Guide to install Live Assist for Dynamics 365.
    • Existing Customers: Upgrade Live Assist for Dynamics 365 to the latest version following the Upgrade Guide
  2. Back-End Enablement of Messaging Features (Existing Customers only): Please contact your Account Director to have us enable all the Messaging features you need on your account.
  3. Enable the Messaging Widget: Follow the guide to enable the widget in one of your Microsoft Dynamics 365 applications.
  4. Create Messaging Web Engagements: Follow the guide to create web engagements that use Messaging.
  5. Test the Messaging Conversation: Test the Messaging Conversation by following the steps stated in the testing guide.
  6. Build bots for your pre-chat or post-chat surveys: If you have one of these surveys, follow the steps in this article to get started with their replacement.  

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