Creating Web Engagements

Learn how to setup and customize web engagements, how they work, and how they appear to your customers on your site.

Important: Make sure you add the Live Assist tag to your site as well.

Step 1: Create an Engagement

Open the Engagement Portal (learn how)
Go to the Add Campaign page and click Add engagement
From the Select engagement source menu select Web.
The Engagement template gallery is displayed.
Under Type, make sure Conversation is selected.
Select the format and size from the design options OR design your own engagement (to design your own, select Action and then click Add)
Click Next.
The engagement settings will be displayed.

Step 2: Define the Conversation Type

The conversation type setting controls which of our engagement platforms is used. Choose the option that your organization uses. If you are a new customer or on a free trial, choose Messaging.

Note: Messaging is our new modern platform for engagements and Chat (shown as "Live chat" in the dropdown) is our legacy platform. All accounts or free trials created after January 1, 2024 automatically use our modern Messaging platform.

Important: If you are a current user of our legacy Chat engagement platform, we encourage you to consider switching to our new Messaging engagement platform. It has many benefits including resumable conversations, integration with popular chat apps like WhatsApp, AI tools, and much more. Learn more in this article, or on our site, or speak with your Account Director for more details.

Step 3: Assign a Skill

In Live Assist for Dynamics 365 (LAD365), agents can be assigned to various custom groups, called Skills. When creating an engagement, you can set it to route to either a specific skill, or to all skills.

Choosing the proper skill matches consumers with the agents who have the correct knowledge. It also helps minimize the need to transfer the consumer to a different agent.

Step 4: Set the Language

You have the option to select a specific language for your audience. The following items will use the selected language for this specific engagement:

Predefined content
Embedded engagement window
Automatic messages

Step 5: Customize the Engagement

In the Engagement studio, you can customize your engagement to use your messaging and branding.

After you click Next, the Engagement window library is displayed.

Step 6: Configure and Design the Embedded Engagement Window

The Engagement window studio displays the look and feel of for desktop and mobile windows. The windows work on desktop and mobile in the same way. This means that the window only needs to be set up once, and it adjusts automatically. Any change you make to the design of the desktop window takes effect in the mobile window.

Using the Engagement window studio, you can do the following:

Customize the look and feel
Add your company’s logo, a picture of your agent, or another image
Add action buttons, for example, to request an email of the chat transcript

To access the Engagement window studio

In the Engagement window library, hover over an existing window design, and click Edit. Or click Add new to design a new window. The Engagement window studio is displayed.
When you complete the window design, it is added to your Engagement window library.

To delete a window design:

In the Engagement window library, click the Action menu, and select Delete.

To set a default window design:

In the Engagement window library, click the Action menu, and select Set as default.
Hover over the link icon on each window to display the campaigns that are using this window.

Edit the window name and description

The window name and description are used to help you identify windows in the library.

To edit the window name and description:

Select the window that you want to edit.
The Engagement window studio is displayed.
Under Window name and description, enter a new window name and description.
The name and description display in the Engagement window library.

Customize chat window elements

You can fully customize the window to match your brand by changing the following:

Colors
Fonts
Visitor bubble
Agent bubble
System messages
Info line
Window background

To customize chat window elements:

Click on an element.
From the properties window, customize the element according to your brand.
- You can change the icon set of some elements to display well on your selected background.
- We recommend that you select bright icons for dark backgrounds, and dark icons for bright backgrounds.
- Surveys and dialogs inherit the main chat window colors.
- The background color is the same as the window background.
- Text is the same color and font as the Automatic Messages.
- Buttons have the same look and feel as the title bar.

Adding a header to the window

To add a header to the window:

Click the Add elements button to display the menu.
Check the Header checkmark, then click + Add.
Enter the Image URL. and check the Image URL checkmark to apply the URL.
Select a background color, if required.

Note: If your logo is not wide enough to fill the window, the background color is displayed to fill the available space.
Choose the position of the logo.
You can align the logo to the left, center, or right.

Note: If you add a logo, but do not add an image, a red error message is displayed on the page; add your image URL to remove this error message.

Adding an image to the window

You can also customize the window by adding an image; for security reasons, images must be hosted over HTTPS.

To add an image to the window:

Click the Add elements button to display the menu.
Check the Image checkmark, then click Select
Select an image from the Gallery, or select Custom to add your own image.
Select a background color, if required.

Note: If your image is not wide enough to fill the window, the background color is displayed to fill the available space.

Step 7: Additional functionality

You can also make additional functionality available; this includes the following options for your consumers:

To mark the conversation as urgent (Messaging only)
To receive an email transcript of the conversation (Legacy Chat only)
To print a transcript of the conversation (Desktop only)
To hear sounds when they receive a new message (Desktop only)
To adjust the appearance of the menu

To add additional functionality to your window:

Click Add elements , then Menu position and elements
Select the action to add.
A preview is displayed.
To change the font or color of the Menu elements, click on an element in the embedded engagement window.
The Menu look and feel is displayed
Change the font, background color, and icon setting (dark or light), as required.

Step 8: Adding surveys

Follow the steps in the appropriate sub-heading below for the engagement platform your organization is using. This is the same as you chose as your conversation type in step 2.

Important: All accounts or free trials created after January 1, 2024 automatically use our modern Messaging engagement platform.

Messaging engagement platform

Post-conversation CSAT surveys

A standard 5-star CSAT post-conversation survey is available. If enabled, a predefined interaction will capture the consumer's response to a standard CSAT question: How would you rate your conversation with <Agent Name>?

To quickly start measuring consumer satisfaction, just click the Standard post conversation survey enable button from the Views drop-down menu.

Other surveys

You can create custom surveys using a survey bot. These can even be AI-enhanced. You can set this up separately using Conversation Builder, with the exception of the standard CSAT survey. (See Creating a Pre-conversation Survey Bot and Creating a Post-Conversation Survey Bot for details.)

Since this setup can be done later, you can skip down to Step 9 for now and finish creating your engagement.

Legacy Chat engagement platform

If you use our legacy Chat platform for engagements and want to add a survey, you must do so at this time. You have a variety of options for static surveys:

Pre-chat survey: Gathers information about the visitor before the chat starts.
Post-chat survey: Presented to the visitor after the chat. The visitor is asked to rate the service provided in the chat.
Offline survey: Presented to the visitor when no agents are available to chat.

Note: An additional type of survey, the Agent survey, does not apply to the Live Assist solution, as your agents are handling chats in the Dynamics CRM.

To create a survey in our legacy Chat platform:

In the Engagement window studio, click the Views drop-down menu to display the list of surveys.
Click the survey to edit.
Click the question to edit.
Enter your question, then select Question type.
If you want the question to be mandatory, check Required question, then click Done.
To add a new question, click + Add Question.
To finish, click Save.

Adding a routing question to your pre-chat survey

Adding a routing question to your pre-chat survey ensures that visitors get routed to an agent with the relevant skills.

Routing questions interfere with the skill that you selected on the engagement level, so remove the skill definition from any engagement that includes a routing question.
Each pre-chat survey can contain only one routing question.

To add a routing question:

In the Engagement window studio, from the Views drop-down menu, select Pre-chat survey.
Click the question: What is the nature of your inquiry?
This is the default routing question.
If you want to change the default routing question, click on the Question field, and type the question to display to the visitor.
If you want this question to be mandatory, check the Required question checkbox.
From the Skill drop-down menu, attach the related skill.
To add another answer to the drop-down menu, click Add.
Using the arrow keys, you can change the order of the answers.
When you have finished, click Done, and then Save.

Adding a CSAT question to your post-chat survey

When creating a post-chat survey, you can ask any of the following questions:

Was your query resolved?
Use a yes/no radio button
How would you rate the service provided?
Use a scale combining both numbers and words, for example: 5=excellent, 4=good, 3=average, 2=poor or 1=extremely poor
How likely is it that you would recommend [Your Company] to a friend or colleague?
Use the Net Promoter Score (NPS) scale of 0–10
Would you like us to send you a transcript of the chat?
Use a yes/no radio button, along with a text area for their e-mail address, and a text area for their comments

Step 9: Assign an Entry Point

Assigning an entry point enables you to target users who visited particular pages of your website, and to narrow down the customers that you want to chat with. You can use one of the predefined locations, such as Entire Website, or focus your targeting on a particular page or set of pages.

To edit the location of your engagement:

If you want your engagement to appear on every page of your website, click All entry points.
Or, to focus your targeting on a particular page or set of pages, click Add new. This displays the Add new entry point page.
In the top field, enter an entry point name; press Enter to refresh the page.
In the drop-down menu, select Contains, Exact, or Advanced. Copy the target URL into the field on the right.
Click + Add Page to add more URLs.
To exclude the engagement from specific pages, click + Exclude entry, and copy the target URL into the field on the right.
Click Save.
When you have finished, click Next. The Visitor behavior library is displayed

Note: Locations are shared throughout your account. If you modify a location, the change is applied to any other engagements that use this location.

Step 10: Define Visitor Behavior

Live Assist enables you to plan goal-oriented campaigns aimed at specific target audiences. You can create various engagements within each campaign, and display them based on visitor behavior and location on your website.

To define the visitor behavior:

In the Visitor behavior library, click + Add new.
Either:
To select an existing target audience, hover over one of the options, and clickEdit.
The Edit target audience dialog box is displayed.
Or:
To define a new target audience, click + Add New.
The Add new target audience dialog box is displayed.
Type a name for your visitor behavior, and add a description.
To add conditions, select them from the condition list on the left, then click Save.
To save this visitor behavior, click Done.

Contents

Step 1: Create an Engagement

Step 2: Define the Conversation Type

Step 3: Assign a Skill

Step 4: Set the Language

Step 5: Customize the Engagement