Voice Escalation is available as a Premium License, or during the trial period.
All organizations using Live Assist for Microsoft Dynamics 365 version 3.7.0 or later can be enabled with Voice Escalation feature. If your organization was created prior to this version, you can still use Voice Escalation, but you must update your Live Assist for Microsoft Dynamics 365 tag, which you include on your web pages. Before doing this, Contact Support to request that this feature is enabled.
If your trial has expired, Voice Escalation is available only if you have a Premium License.
To update your Live Assist script-tag:
- Go to your Live Assist for Dynamics 365 Admin Portal.
- Select Getting Started > Chat.
- To copy the script-tag to your clipboard, click the Copy button:
- Embed the new script-tag on any pages of your website that require Chat, co-browse, or Voice and Video functionality to be available when a visitor navigates to them.