Live Assist for Microsoft Dynamics 365 is an omnichannel solution for Dynamics 365. Hosted in Azure cloud and co-developed with Microsoft, the solution includes a robust feature set.
Co-Developed 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)
- Enabled on all Dynamics 365 applications, including Sales and Customer Service
- Available to online visitors across mobile and desktop endpoints
- No plugins, downloads, or extensions for users
Live Chat
- Agents engage in chat conversations with visitors in Dynamics 365
- Agent lookup and transfer
- Multiple queues or skills group routing
- Canned content and responses
- "Rejoin Link" for offsite engagements
- Chat context—Visitor information panel, chat information, and pre-chat data
- Pre-chat and post-chat surveys
- Visitors receive chat transcripts via email.
- Engagement history APIs with 13-months retention of the data
- Real-time operational reports
- Auto associate chat activities with your Dynamics 365 entities
Engagement Campaigns
- Create and manage branded engagement campaigns for proactive visitor journeys
- Audience behavior tracking
- The transition from engagements to live chat with visitor context preserved
Co-browse
- Co-browse is included with live chat
- Start co-browse sessions from live chat 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
Voice and Video
- Agents initiate voice and video calls with visitors during live chat 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
Chat Bots
- Chat bots can be integrated with Live Assist as virtual agents or as task-based helpers
- Bot interactions can be escalated to live chats with human agents, with chat context preserved
- Human agents can transfer live chat visitors to chat bots for routine inquiries
- Microsoft Bot Framework and third party bot vendors are supported
More Information
See Live Assist Feature Guides for tutorials to make the most out of these Live Assist features.