Live Assist for Dynamics 365 (LAD365) collects and supplies details about the conversation and visitor. This includes location, browser, language, and more. Such details can help you as an agent to understand the context of a conversation.
Some details are available during the engagement. Others, such as the transcript, are available only after the conversation session is marked complete. To access those details, you need to click the “refresh” button in Dynamics 365 after the conversation is complete.
Important: These features required LAD365 version 3.0.0 or later.
Accessing the Visitor Information
To access the visitor information:
- At the bottom of the agent widget, click on the Open conversation activity button.
- The conversation activity will open in the main Dynamics 365 panel
The visitor information displayed includes the following, where applicable:
Basic details about the conversation:
Basic details about the visitor:
Visitor Browser Information
The visitor's web browser information:
Visitor Page Navigation
The visitor's browser navigation history:
Details of any bot that took part in the conversation:
Pre- and Post-Conversation Survey Details
Details of any answers to pre- or post-conversation surveys. These become available only after the conversation has been completed.
(See also: Pre-conversation surveys)
(See also: Post-conversation surveys)
API for Processing an Organization's Visitor Contextual Information
See the Visitor Contextual Information - API article to learn more about our APIs.