Introduction
Live Assist for Microsoft Dynamics 365 runs embedded in the web client and in the Unified Service Desk (USD). The version that runs in USD works like any other application built to run in USD; it’s comprised of Hosted Controls that perform certain Actions in response to Events. These Hosted Controls can also trigger their own Events, which may result in further Action Calls, both internal and external to Live Assist. This document is intended to serve as a guide to the components that comprise Live Assist in USD for developers who may wish to extend its functionality.
For detailed information regarding how USD can be extended see the Unified Service Desk 2.0 Developer Guide
Hosted Controls
Hosted Controls can be thought of as the various “views” within an application. Generally speaking, there is one visual element that serves as the container for each hosted control. For example, the Chat Control appears as a collapsible panel at the right edge of the USD main display. The table below lists and describes the Hosted Controls included with Live Assist.
|
Name |
Type |
Location |
In Session? |
Description |
|
Chat Activity |
CRM Page |
MainPanel |
Yes |
Shows a historical record of a chat conversation |
|
Chat Context |
Standard Web App |
MainPanel |
No |
Context details for the current chat conversation |
|
Chat Control |
USD Hosted Control |
RightPanel |
No |
Where the chat conversation takes place |
|
Chat Search Page |
CRM Page |
MainPanel |
Yes |
Allows you to find a contact record if chat is unauthenticated |
|
Cobrowse Control |
Standard Web App |
FloatingPanel |
No |
Agent’s view of a co-browse session |
|
Presence Control |
USD Hosted Control |
AboutPanel |
No |
Allows agent to indicate availability status |
|
Voice Control |
Standard Web App |
FloatingPanel |
No |
Agent's view of a Voice and Video escalation session |
|
New Chat Message Notification |
Popup Notification |
NotificationsArea |
No |
Indicates to the agent that there is a new chat message |
|
New Chat Notification |
Popup Notification |
NotificationsArea |
No |
Indicates to the agent that there is a new conversation |