Dear CBA customers and partners,
Several customers have already begun to test and are even using Live Assist 365 Messaging in their production environments! They are delighted with the enhancements!
We would love for you to also enjoy the added benefits of switching from chat to messaging.
Beginning 13 November 2023, we will start turning on Live Assist Messaging in the EU region using a phased rollout strategy, so that you may start testing Messaging as well.
How will this affect you?
Your existing chat campaigns and engagements will not be affected and will continue to function as normal. However, you will notice a few added options now available to you.
The first obvious change you will notice is within the Supervisor Console. The default landing page will now be “Agent Workspace”. Your previous landing page for chat has been renamed to “Agent Workspace for Chat”, and the additional “Manager Workspace” has been added for Messaging.
You will also notice an additional conversation type when creating or editing engagements.
- Please reach out to support to let them know which org you would like to begin testing with and they will complete backend enablement for your Test/Dev org
- Support will then put you in contact with your account manager to discuss migration option.