You can use chat commands to take certain actions in a conversation. Using these can increase your speed and effectiveness as an agent. In this article, you will learn which commands are available and how to use them.
Table of Contents
How to Use Chat Commands
To use a chat command, type a forward slash (/) into the chat area, as shown below.
/
A menu will open showing the available commands.
The menu can be navigated by using either the keyboard or the mouse.
Types of Commands
Predefined Content (Canned Messages)
Command:
/c
This opens a menu of pre-defined messages that you can select and insert into the conversation. (Learn more about predefined content.)
Private Messages
Command:
/p
You can send private messages by typing /p and then the message you want to send.
Transfer
Command:
/t
This brings up the transfer menu, where you can select an agent or bot to whom you want to transfer the conversation. If you continue typing, it will filter the list based on what you type. (Learn more about transfers.)
Note: If your organization is using our legacy Chat engagement platform, you must type at least three characters before the filter starts to work. In addition, legacy Chat cannot filter on the first names of agents but only on last name or username. Our modern Messaging platform does not have either of these limitations. If you do not know which platform your organization is using, please ask your supervisor.
Creating New Entities
Command:
/n
This allows you to create new entities in Dynamics 365 that are linked to the current conversation.
When you select an option in the menu, a new entity opens. When it has been saved, it is automatically linked to the current chat.
Note: This command is available in version 3.1.0 of Live Assist for Dynamics 365 or later.