Live Assist for Dynamics 365 (LAD365) always shows the count of conversations waiting for an answer in the status bar. You can also turn on visual notifications if you want a stronger alert to something new.
How to turn on visual notifications
In the agent widget, click the settings icon. In the menu that opens, check to enable visual notifications. Then check at least one of the options underneath.
What does each option do?
- Visual notification for new chat: This turns on notifications for new conversations.
- Visual notification for new chat message: This turns on notifications for new messages in an existing conversation.
- Show notification when window is in focus: This turns on these notifications even when LAD365 is in focus. If this option is turned off, you will only get notifications if a different program is in focus.
Important: If you receive a pop-up request from your browser to turn notifications on for LAD365, you must click allow.
What do the notifications look like?
The notifications create a visual pop-up near the system tray. It is a system message and will appear for a few seconds, similar to other system messages. For example, here is how a notification looks when using Chrome on Windows.
What to do if notifications do not work
If you use Windows, check to make sure that you do not have Focus Assist or Do Not Disturb turned on.
Check to make sure your browser is set up to allow notifications. If you use Google Chrome or Microsoft Edge, you can check this by going to chrome://settings/content/notifications if your browser. Then make sure that the default behavior is set to "Sites can ask to send notifications."
When prompted by your browser to Allow Notifications from Live Assist for 365, click to allow. Notifications will fail if not.
Please note that visual notifications cannot be displayed if the browser is in Private or Incognito mode. They are also not available in Internet Explorer.