Live Assist for USD - Action Calls – Live Assist for 365 Support

Action Calls

If you think of Hosted Controls as “nouns” describing the various elements of an application, then you can think of Action Calls as the “verbs”. Action Calls are behaviors that can be invoked on or by a Hosted Control. The tables below list the Action Calls available within Live Assist grouped by the Hosted Controls on which they operate.

Note: Some of these calls (marked with a ^† below) are only available on the WebClient (legacy CRM Package) and will not be included in the latest package with support for the Unified Interface.

Chat Activity

Name	Action	Parameters	Description
Open Chat Activity	Open CRM Page	LogicalName= cxlvhlp_chatactivity id=[[ChatContext. ChatActivityId]+]	Render a particular chat activity record
Refresh Chat Activity	Refresh		Reload latest chat activity data

Chat Context

Name	Action	Parameters	Description
Open Chat Context	Navigate	url=[[ChatControl. ChatContextUrl	Show the context data for a particular chat conversation

Chat Control

Name	Action	Parameters	Description
Action Call to Focus on Chat Activity	FocusApplication	RedirectUrl=[[PostData]] ApplicationName=Chat Activity	Shift focus from Chat Control to Chat Activity control
Action Call to Focus on KB Search ^†	FocusApplication	ApplicationName=KB Search	Shift focus from Chat Control to Knowledge Base Search
Action Call to Focus on Contact	FocusApplication	RedirectUrl=[[PostData]] ApplicationName=Contact	Shift focus from Chat Control to Contact record
Action Call to Show Outside	ShowOutside	url=[[url]]	Shows the Chat Control outside of the USD desktop
Action Call to Switch Session	SwitchOrCreate Session	chatsessionid= [[$Session.Active ChatSessionId]+] IsSessionCreate=true	Switch to or create a new USD session for this chat conversation
Action Call to Focus on Chat Search	FocusApplication	RedirectUrl=[…] ApplicationName=Chat Search Page	Shift focus from Chat Control to Contact search
Action Call to Update Context	UpdateContext	LogicalName=contact Id=[[contact.Id]]	Update the chat context with CRM contact details
Action Call to Focus on Case when… ^†	FocusApplication	RedirectUrl=[…] ApplicationName=Incident	Shift focus from Chat Control to Incident report
Action Call to Focus on Contact when…	FocusApplication	RedirectUrl=[…] ApplicationName=Contact	Shift focus from Chat Control to New Contact form
Action Call to Switch Session on...	SwitchOrCreate Session	chatsessionid= [[$Session.Active ChatSessionId]+] IsSessionCreate=false	Bring focus to a USD session when its chat conversation has focus
Attach Case to Chat Activity ^†	AttachCaseTo ChatActivity	incidentId=[[Incident.Id]] chatsessionid=[[$Session. Active ChatSessionId]+]	Attach a Case record to a Chat Activity record
Attach Chat to Session	AttachChatTo Session		Associate chat conversation with a USD session
Chat Control Load	Default		Load the Chat Control
Invoke Chat Action Call	InvokeChatAction	ChatPayLoad= [[PostData]]	Grab a chat off the queue
Popin Chat	MoveToPanel	RightPanel	Dock chat widget to RightPanel
Popout Chat	MoveToPanel	FloatingPanel	Undock chat widget
Read Chat Context	ReadChatContext	chatsessionid= [[$Session.Active ChatSessionId]+]	Read the Chat Context passed from Live Assist
Search KB with Last Chat Message ^†	ReadLastMessage	chatsessionid= [[$Session.Active ChatSessionId]+]	Invoke a KB search using the last chat message as the search query
Send Article Public URL ^†	Write Message	message=[[KB Article.publicUrl]+]	Write public URL for current KB article into chat
Send KB Public URL ^†	WriteMessage	message=[[KB Search.publicUrl]+]	Write public URL for selected KB article into chat
Associate Contact To Chat ^†	AssociateContactToChat	chatsessionid=[[$Session. AssociatedChatSessionId]+] contactInfo= { "contactId":"[[Contact.Id]+]", "firstName":"[[Contact. firstname]+]", "lastName":"[[Contact. lastname]+]"	Associates a Contact with the Chat Session.

Chat Search Page

Name	Action	Parameters	Description
Navigate to chat search page ^†	Navigate	url=/multientityquickfind/…	Invoke Contact search for unauthenticated chat
Search Call for Chat	Navigate	url=/multientityquickfind/…	Invoke a Contact search

Co-browse Control

Name	Action	Parameters	Description
Initiate Cobrowse	Navigate	url=[[Chat Control.CobrowseUrl]]	Starts a co-browse session
Close Cobrowse	Close		Closes the co-browse session

Presence Control

Name	Action	Parameters	Description
Presence Control Load	Default		Load the Presence Control

Other Hosted Controls

Other Hosted Controls have Action Calls that dictate how they interact with Live Assist. These Action Calls are listed in the sections below.

CRM Global Manager ^†

Name	Action	Parameters	Description
Focus Multi Search Page ^†	ShowTab	Chat Search Page	Automatically bring focus to the Chat Search page
Show Tab for Chat Context ^†	ShowTab	Chat Context	Reveal the Chat Context tab (on request)

Contact ^†

Name	Action	Parameters	Description
Navigate to chat contact ^†	Navigate	url=/main.aspx…	Automatically navigate to contact for authenticated chat

KB Search ^†

Name	Action	Parameters	Description
Search KB with Last Chat Message ^†	Search	query=[[ChatControl. LastMessage]+] results=5 blockClick=1	Invoke a KB search with the last message received in chat
Search KB with query ^†	Search	query=[[PostData]] results=5 blockClick=1	Searches records in the KM Control by passing a search string as a parameter

Voice Control

Name	Action	Parameters	Description
Initiate Voice	Navigate	url=[[Chat Control.VoiceUrl]]	Opens a new window for Voice and Video interaction
Close Voice	Close		Closes the Voice Control

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