Live Assist for Microsoft Dynamics 365 Version 3 is now available. Existing organizations can now be upgraded.
Note: V3 introduces a new chat activity form containing extra context information. After upgrading, a customer's agents may see an error when accessing existing chat activities. This is caused by Dynamics caching the form from V2. The issue is easilly resolved by agents clearing their browser cache so that Dynamics loads the new form.
|Feature||Business Benefit||Why it Matters||What to Do Next|
|CRM restricted permissions||Enhanced security and flexibility.||The Owner of a Chat Activity is now automatically set to the Active Agent that grabs the chat. Chat Activity can be assigned or transferred to selected users. Prior to this release, the user’s intended security and compliance policies applied by the customer could not be leveraged.||Upgrade to Release 3|
|Visual web notifications||Enhanced agent efficiency||
Agent now gets visual and audio notification and can multitask better than before.
|Upgrade to Release 3|
|Engagement “Busy” behaviour support||Enhanced communications with visitors during peak times.||Customer can now select what message the visitor will see when all agents are engaged in the maximum number of chats. Prior to this release, agents not available and busy invoked the same response such as an email or not see a chat button at all.
New visitors will now have an option to wait for the next available agent.
|Visitor Contextual Data APIs||Agent efficiency and enhanced customer service.||
Agents can now see additional visitor information within the CRM during live interactions.
A set of APIs are now accessible to customers, partners and developers to identify key issues with actionable insights to extend their agents capabilities and enhance customer satisfaction.