Before you begin integrating bots with Live Assist for Microsoft Dynamics365, it is important to understand the following bots services:
- Bot As An Agent
- Produces bots as if they were Agents within your Dynamics 365 instance.
- Live Assist continues to manage your Campaigns and Engagements
- Bots can transfer chats between other agents
- Bot As An Enabler
- Provides a means to enable other engagement systems to interface with your existing Agents.
- Manage your Campaigns and Engagements via a third party, for example:
- Facebook Messenger
- Allows you to pass Visitor Context Data through to your agent.
Both Bot solutions apply your business logic to liaise with your visitors.
If you implement a Bot As An Enabler, it is still possible to implement another bot acting as a Bot As An Agent. In this case, your Enabler bot can escalate its engagement into Live Assist, and target a second bot running as a Bot As An Agent. It's important to distinguish between these bots at runtime.
Bot Agent Connector — Bot as an Agent
If you use the Bot Agent Connector, Live Assist remains in the path from the start of the engagement with a visitor. The customer must be using a web page with the Live Assist tag or a mobile application with our mobile SDK.
In the diagram, chat routes through Live Assist for Microsoft Dynamics 365 (LA for 365). The chat routes to a bot with appropriate the skill. Later, the bot transfers the chat to a human agent.
Currently, Bot Agent Connector is only available to bots using the Microsoft Bot Framework. See: https://dev.botframework.com/.
|Bot As An Agent Guides|
|Bot Agent Connector—API||Introduction to the API|
|Creating a Direct Line Channel Connector||Registering Bots in Live Assist|
|Chat Bot—As An Agent—C#||Example Bot #C|
|Chat Bot—As An Agent—NodeJS||Example Bot NodeJS|
Important: A Bot As An Agent consumes 1 Live Assist license, while managing up to 3 concurrent chats.
Bot Escalation SDK — Bot as an Enabler
|Bot As An Enabler Guides|
|Connect Your Existing Chat Bots to Live Assist||Introduction to the API|
|Bot Escalation SDK - Context Service||Introduction to the Context Service|
|Bot Escalation SDK - Chat Activities||Introduction to Chat Activities|
|Chat Bot—As An Enabler—C#||Example Bot #C|
|Chat Bot—As An Enabler—NodeJS||Example Bot NodeJS|
Decisions for Developing and Hosting your Bot in Microsoft Azure
If you host your bot within Microsoft Azure, consider the following:
- Development Language
See the links earlier in this article for examples for the following languages that you can use within the Microsoft Bot Framework:
- Bot Service
Microsoft Azure provides Bot Services for:
- A Web App Bot, or
- A Functions Bot
There are different cost implications associated with Web App Bots and Function Bots. You can use the Microsoft pricing calculator to estimate cost.