We’re excited to announce that as of January 1, 2024, all new free trials and organizations use only our modern Messaging engagement type. Messaging is a big step up from our legacy Live Chat engagement type and has many new features. Enjoy resumable conversations, integration with 3rd party channels such WhatsApp, AI tools, and much more.
If you are a new customer or getting started with a free trial, we know you’ll appreciate what Messaging has to offer. Just get started by following our Installation Guide. When given the choice between a step for Messaging or Live Chat, always follow the step for Messaging. While Messaging will work right away on your account with basic features, you’ll need to ask our support team to have all the Messaging features unlocked.
Legacy Live Chat engagements are no longer available to new customers or free trials.
What does this mean for existing customers?
Your existing environments in Dynamics 365 that use legacy Live Chat are unaffected by this change. However, if you need to reinstall our legacy Live Chat platform or test it in a new environment, you’ll need to ask our support team to enable it for you. Live Chat will no longer be enabled on new installations unless specifically requested.
If you are currently using our legacy Live Chat engagements, we encourage you to consider switching to our modern Messaging platform. You’ll enjoy benefits and new features that will delight your customers and empower your agents. Just talk to your Account Director to learn more or plan a migration.
If you have questions or need help to understand this change, please contact us today.