Every conversation in Live Assist for Dynamics 365 (LAD365) is linked to an activity record in Dynamics 365. In this article you will learn how to open the activity record from the agent widget.
Note: This article explains how to do this in the Unified Service Desk (USD). If you need to do this in the Dynamics 365 web client, please see this article instead.
To view the record, click on the Open Activity icon at the bottom of the Agent Widget.
This will cause the activity record to appear in the main USD panel, as illustrated below.