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How to create a Live Assist User

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In this article, you will learn how to add a new user to Live Assist for Dynamics 365 (LAD365). 

First, if you want to add a new LAD365 agent, you must add the agent as a Dynamics 365 user. All agent details are stored on the Dynamics server, and any agent changes must be made from Dynamics. LAD365 imports existing Dynamics users so they can be enabled or disabled as Live Assist agents. 

Tip: If you need help to create a Dynamics user, read this article by Microsoft. Make sure you add both a first and last name to the user, to avoid problems in Live Assist later. Don't forget to assign a Dynamics 365 product license to the new user, such as Dynamics 365 Customer Engagement Plan.

Once your agent is a Dynamics user, adding that agent to LAD365 is quick and easy. You just need to (1) add the user to the environment and assign security roles, and (2) enable the user for Live Assist in the admin portal. The following video demonstrates these steps. You can also find step-by-step directions further down in the article. 

Now let's consider these steps along with all the important details. 

Important: You must have administrative privileges in Dynamics 365 and in LAD365 in order to follow the steps in this article. 

Step 1: Add the User to the Environment and Assign Security Roles

🛑 Does the user already exist as a Dynamics 365 user and have the appropriate product license? If not, please create the user and assign a product license before you continue. 

  1. Open the Power Platform Admin Center and go to Environments. Then select the environment where the user is to be assigned.
    The Power Platform Admin Center open to the Environments List. An environment called Sample Environment is highlighted with a red rectangle and an arrow.
  2. On the selected environment, click See all under the Users heading in Access section.
    The Power Platform Admin Center open to an Environment called Sample Environment. Under the Access section, a red rectangle and an arrow highlight the link to See All underneath the Users heading.
  3. On the Users page, click Add user.
    The Power Platform Admin Center open to the Users page of an Environment called Sample Environment. The Add User button is highlighted with a red rectangle and an arrow.
  4. The Add user pane will open the right-hand side of the page. Type either the name or email address of the user in the search field. Then select the user from the list of results. After you have confirmed the correct user, click the Add button.
    The Add User panel is open and a user called Sample User1 has been entered into the users field. A red rectangle and a numbered circle with the number 1 highlight the users field. A red rectangle and a numbered circle with the number 2 highlight the Add button.
  5. The Manage security roles pane will open.
    The Manage Security roles panel
  6. Add the appropriate Dynamics roles and then click Save. For agents, add at least the roles for Channel Access, Customer service app access, and Customer Service Representative. You may also add any additional roles used by your organization. However, do not add any roles that start with Live Assist as these are added or removed automatically by LAD365.
    The Manage Security roles panel. The Channel Access, Customer service app access, and Customer Service Representative roles are checked. Those three roles and the save button are highlighted with a red rectangle. A red arrow points to the Save button.

Step 2: Enable the User for Live Assist

  1. Open the LAD365 Admin Portal. 
  2. Go to the USERS menu (found on the top right side of the portal). Then click on Agents.
    The Live Assist Admin Portal with the Users menu open. The Agents menu item is highlighted in orange and with a red rectangle.
  3. Find the user that you just added to the environment. 
    The Agents page of the Live Assist Admin Portal, with cards visible for two users. Both are enabled and one is marked as a supersivor.
  4. Click on the yellow circle below the user's name to enable or disable the agent.
    An animated gif shows a user card with a grey circle. The mouse cursor clicks on the cirle and it turns yellow to show that the agent is enabled.
  5. Click on the word "Supervisor" if you want to enable or disable the user as a supervisor. 
    An animated gif shows a user card with a yellow circle, showing the agent is active. The word Supervisor at the top of the card is grey, showing that this agent is not a supervisor. The mouse cursor clicks on the word Supervisor and the area behind it lights up in red while the word turns white. This shows that the agent is now a supervisor.

You can learn more about this step in our article on enabling agents and supervisors. If you want to make the new user into an administrator, see the article on enabling administrators.

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