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Enabling Live Assist Engagement in the Microsoft Customer Portal

  • Chat
  • Messaging

Updated ~ minute read

Live Assist helps portal users to instantly get support from representatives by engaging in a chat or conversation. Enabling Live Assist engagement in the Microsoft Customer Portal is as easy as two steps, copy/retrieve the Live Assist code snippet and paste/embed it to the HTML source of the portal.

Prerequisites

1. Install the latest version of Live Assist for Dynamics 365, using either the Installation Guide (new customers) or the Upgrade Guide (existing customers). (You must have CRM package version 3.5.4.0 or higher installed to use the Messaging Platform.)

Note: Live Chat is the legacy platform for engagements.

2. Create a Customer Portal.

Retrieving the Live Assist Code Snippet

To retrieve the HTML tag that activates Live Assist:

  1. Log in to the Live Assist Administration Portal.
  2. Hover on Get Started and then click Chat.
    getstartedchat.png
  3. Advance by clicking the forward arrow or the Start button to get on the Code Snippet page.
  4. Click the Copy button to add the HTML tag to your clipboard.

codesnippetcopy

Tip: You can paste this code on a separate notepad for easy access and retrieval again since it might be overridden by another copy command as you proceed.

Embedding Live Assist Tag in the Portal

To embed the Live Assist HTML tag in your Microsoft Customer Portal using the Unified Interface app:

1. Go to Microsoft Dynamics 365 and open the Power Pages Management App.
portalmanagementapp

2. Click on the tab Content Snippets then, +New to add the Chat Widget Code. 

chatwidgetcontentsnippet 2.png

3. Enter the following information:

    • Name: Chat Widget Code
    • Website: Type in the name of your Customer Portal to search and then select it.
    • Display Name: Chat Widget Code
    • Type: Text (initially)
    • infoforcreatingacustomerportalaccount

4. Paste the Live Assist code snippet HTML tag into the Value field.

See: Retrieving the Live Assist Code Snippet

texttochatwidget.png
5. Modify the Live Assist tag by adding the bold blue scripts in the sample below. (Change the CRM portal address) .

<scripttype="text>(function(t)******************************</scripttype="text>

********************************************************

*******************************();

LpTag.identities=[];

LpTag.identities.push(identityFn);

function identityFn(callback) {

callback({

iss: 'https://mycrminstance.powerappsportals.com',

acr: 'loa1',

sub: '{{user.contactid}}' }); }

});

}

</script>

6. In the Type field, change from Text to HTML.
chatwidgettextcode

7. Once complete, click Save & Close.
saveandclosebutton

Note: To ensure the changes above are reflected, go to https://make.powerpages.microsoft.com and edit the site by hitting the Sync button at the right-hand upper corner.

8. Within minutes, the Live Assist engagement appears in your Portal.
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