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Introduction to Live Assist Bots

  • Chat

Updated ~ minute read

Live Assist for Microsoft Dynamics 365 provides you with APIs and SDKs to enable chatbots to improve your campaigns and engagements.

Integrating your chatbot with Live Assist for Microsoft Dynamics 365

You integrate chatbots in one of the following ways:

  • The Bot Agent Connector allows your bot to act As An Agent.  While your bots handle chats, you manage your campaign with Live Assist; meaning you get the benefits of the simple web and mobile integration.  Currently, we support bots running in the Microsoft Bot Framework and plan to add further frameworks in the future.
  • The Bot Escalation SDKs allows your bot to act As An Enabler. These bots handle chats originating outside of Live Assist's campaign management, but escalate to a human agent using Live Assist when necessary.  Although you cannot use of the Live Assist engagement configuration and simple web and mobile integrations, your visitors can be on any client the connector supports, such as Skype or Facebook Messenger.  Bot As an Enabler, avoids the need to divert them to a different chat interface when there is an existing channel.

The table below outlines the capabilities of these models:

Category Bot Agent Connector
(Bot As An Agent)		 Bot Escalation SDK
(Bot As An Enabler) 
Your existing investment in Chatbots
  • You are using Live Assist or you like the ease of adding chat to your website or mobile application and configuring engagements.  
  • You do not need to connect to customers using Skype or Facebook Messenger.
  • You already have bots and want to connect with customers on clients like Skype and Facebook Messenger.
  • You need to allow customers to reach an agent if the responses from a bot is unsatisfactory
  • You do not need to configure complex engagements on web and mobile.
Works with the drop-in JavaScript tag  Yes No
Works with the Mobile SDK Yes No
Campaign configuration in the Engagement Portal Yes No
Support for other clients (e.g.Facebook Messenger, Skype) Not yet, will be added in the future Any client your chosen bot framework supports.
Supervisor visibility Full integration into Live Assist, supervisors can see all chat queue including those serviced by bots. Supervisors have no visibility of chats before escalation.
Pre-Post Chat Surveys Configure through the Engagement Portal. Create your own using your bot.
Once the chat is transferred to a human, is co-browse supported? Yes, the agent simply clicks on the co-browse button. The visitor accepts and the co-browse starts. Yes, however you must use of the Live Assist Short Code feature.
Pricing A bot consumes 1 Live Assist Enhanced License and can handle 3 concurrent chats No additional licensing cost is associated with the Escalation SDK

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