Dear CBA customers and partners,
Several customers have already begun to test and are even using Live Assist for Dynamics 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.
We have successfully rolled out our backend enablement for Live Assist for Dynamics 365 Messaging in the EU region. In February 2024, we will complete backend enablement in the NA and APAC regions, so these regions can 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.
That’s it!
What's next?
- If you have a Test/Dev org Enable the Messaging Agent Widget in your Dynamics today to get up and running quickly.
- If you don’t have a Test/Dev org, please contact the Sales team to discuss your migration options.
- If you need further assistance, just contact us and we'll be happy to assist you.