Live Assist for Microsoft Dynamics 365 is an omnichannel solution for Dynamics 365 with a robust feature set.
Full Integration
- Single sign-on and unified provisioning flow through Microsoft Office
- Fully integrated agent capabilities within Microsoft Dynamics 365 web clients and Unified Service Desk (USD)
- Available to online visitors across mobile and desktop endpoints
- No plugins, downloads, or extensions for users
Messaging
- Single pane of glass experience for Dynamics 365 agents
- Real-Time Live Chat
- Asynchronous, resumable conversations between brands and consumers
- Maintains full conversation history
- Handle multiple channels of conversation at scale from a redesigned agent widget
- Integrates popular third-party channels such as Twilio SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat and more
- Agent and consumer file sharing
- Agent lookup and transfer
- Multiple queues or skills group routing
- Audio and visual notifications for new messages
- Canned content and responses
- Engagement history APIs with 13-month retention of the data
- Real-time tracking of the agent’s current workload and shift
- Auto associate chat activities with your Dynamics 365 entities
For more details, see: What is Messaging?
Engagement Campaigns
- Create and manage branded engagement campaigns for proactive visitor journeys
- Audience behavior tracking
- The transition from engagements to messaging conversations with visitor context preserved
Co-browse
- Co-browse is included with messaging
- Start co-browse sessions from messaging conversation or PSTN calls via a short code
- Agents can:
- Remotely view and click through visitors' web pages and mobile apps
- Push pictures and documents to the visitor's application
- Annotate on visitor's remote app and on top of shared documents
- Fill out forms on visitor's application with sensitive fields hidden via PCI data masking
- Document Object Model (DOM) is not shared by Live Assist, thereby avoiding formatting inconsistencies between browsers
ℹ Not supported in mobile browsers
- Agents initiate voice and video calls with visitors during messaging conversations
- Visitors can hide video camera and mute audio
- Full-screen video view option
- Voice, video, cobrowse, and chat can run simultaneously during an engagement
Conversation Builder
- All-in-one platform to build and visualize intelligent custom bots such as pre-conversation and post-conversation survey bots
- Easy to use no-code/low-code interface
- Handle conversations over Messaging channels at scale
- Bots tracked as agents and escalated to humans as needed
- Build integration with business systems and industry services
- Get up and running quickly with predefined, industry vertical templates
- Add intelligent routing and customer intent-driven experiences to your bots using AI and Natural Language Understanding with Intent Manager
Refer to: What is Conversation Builder?
Generative AI
- Recommend answers to agents or automate intelligent answers from bots
- Understand and generate human-like responses in real-time
- Retrieve the most relevant answers from your knowledge base, delivering enriched responses
- AI continuously learns from customer interactions and improves performance over time
See: Announcing Generative AI for Messaging Platform
More Information
See Live Assist Feature Guides for tutorials to make the most out of these Live Assist features.
For a comparison of live chat and web messaging features, see Live Assist With Messaging - Feature Comparison.