Traditionally the primary engagement option offered for Live Assist for Dynamics 365 was Chat which enables short real-time conversations between agents and consumers that conclude quickly. Now, together with our partner LivePerson, we are offering a new type of engagement called Messaging which takes Live Chat to the next level by adding the flexibility for longer-running "anytime" conversations.
Messaging allows asynchronous, resumable conversations between brands and their consumers - in the same way consumers are already used to communicating via social networking services. This also allows integration with popular 3rd party channels like Twilio SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat, and more.
The following steps must be taken to enable Live Assist Messaging on your instance.
1. Installation of Live Assist for Dynamics 365 from Microsoft AppSource.
The Live Assist Messaging is available on the CRM package version 3.5.4.0 or higher.
For new customers, install Live Assist using the link as follows:
https://support.liveassistfor365.com/hc/en-us/articles/360006210053-Starting-a-Trial
For existing customers, upgrade Live Assist to the latest version following the instructions on this link:
https://support.liveassistfor365.com/hc/en-us/articles/360006210413-Upgrading-to-the-latest-version-of-Live-Assist
2. Back-End Enablement of Messaging Features
The messaging features must be enabled at the back end to utilize the Live Assist Messaging functionalities. You may contact your Account Director to allow these features or contact a sales representative for assistance.
3. Enable the Messaging Widget
To enable the agents to converse with the customer, configure the Live Assist Messaging Agent Widget. The following guide will help you to display this in one of your Microsoft Dynamics 365 applications:
https://support.liveassistfor365.com/hc/en-us/articles/7105103747991-Enabling-the-Messaging-Agent-Widget
4. Creating Messaging Web Engagements
Start creating the Messaging Web Engagements the consumer must trigger to launch a conversation. The guide below will help you in setting up your engagements.
https://support.liveassistfor365.com/hc/en-us/articles/360006115094-Creating-Web-Engagements
5. Test the Messaging Conversation
Test the Messaging Conversation through the steps stated in the guide as follows:
https://support.liveassistfor365.com/hc/en-us/articles/12819436880407-Testing-Web-Messaging