Upon installing the Live Assist for Dynamics 365 solution in your Unified Service Desk (USD) environment, the default widget configured is our legacy Live Chat widget. This article provides step-by-step instructions on how to change it to our modern Messaging widget.
Note: If your account or free trial was created after January 1, 2024, then your default widget should be Messaging. You can contact us to confirm.
Configuring Messaging in USD Agent Widget
Follow these steps to change the default widget from our legacy Live Chat to modern Messaging within your USD environment:
- Navigate to Live Assist Settings Model-Driven App:
- Open your Live Assist Settings.
- Open your Live Assist Settings.
- Access Live Assist Settings:
- Within the Live Assist Settings, locate and click on the "Settings" option.
- Within the Live Assist Settings, locate and click on the "Settings" option.
- Update USD Agent Widget URL:
- In the Settings section, you will find the "Unified Service Desk Agent Widget URL" field in Chat Setting under Active Chat Settings.
- Replace the existing URL with the Messaging URL:
https://service.[region].liveassistfor365.com/agent-messaging?orgID=[OrgID]&platform=usd
- Replace the following:
[region] with your Live Assist Region
[OrgID] with your Live Assist Organization ID
- Example:
https://service.na1.liveassistfor365.com/agent-messaging?orgID=b4f12345-6abc-78a9-99bc-09f901bcea23&platform=usd
- Replace the following:
- Save Changes:
- Clicking the back button will automatically save the changes.
- Clicking the back button will automatically save the changes.
- Verify Updated Widget:
- Launch the USD environment.
- The Agent widget should now display the Messaging platform.
Using Both Messaging and Live Chat Widgets
If you prefer to have both the Messaging and Live Chat widgets accessible in your USD environment, you can assign a particular role to a Live Assist user. Subsequently, the system will identify this role and display the appropriate widget accordingly. For details on how to selectively target agents with the needed widget, please see USD Support Role-Based Widget Loading.