Marking chat activity as complete
Chat activity records are marked as complete automatically within one minute after the visitor or the agent closes the chat.
Note: If you transfer a chat, and it is then not answered by an agent, it is marked as completed automatically one hour after it was transferred.
To mark a chat activity record as complete:
- In the CRM, open the chat activity that you want to close.
If you have the chat open in the agent widget, on the bottom row of buttons, click the middle icon.
- On the top menu, click on Close Chat Activity.
Chat activity record data
The following fields are populated only when the chat activity is completed, as described above:
- Chat Transcript URL
- End Time
- Chat Transfers
Chat Activity Permissions
Live Assist for Microsoft Dynamics 365 creates a new Chat Activity for each engagement.
Live Assist Administrators, Supervisors and Agents:
- may create Chat Activities.
- may update Chat Activities.
- may delete Chat Activities.
You can change the Chat Activity permissions by changing the Global Activity permissions under the Dynamics 365 settings. It is not possible to set permissions for only Chat Activities.