Skip to main content

Installation Guide

  • Chat
  • Messaging

Updated ~ minute read

Learn how to install Live Assist for Dynamics 365 and get up and running quickly. If you are a new customer, this guide will also help you get started with a free trial. 

Prerequisites

Before you start, make sure of the following:

  • That your organization meets the minimum requirements
  • That your installation user has both first and last names entered in Microsoft 365

    Important: Blank names lead to a # substitution in Dynamics 365 and this causes problems in Live Assist. All Live Assist-enabled users will also need to have both first and last names entered.

How to Install Live Assist for Dynamics 365

Tip: Take a quick look at our Do's and Dont's article to avoid any common installation pitfalls


1. Verify that your installation user is a global administrator

      1. Open the App launcher in Dynamics 365, and then go to the Microsoft 365 Admin Center.

        Note: To access Dynamics 365, enter your organization URL and sign in. Your organization URL has a format of https://x.crmy.dynamics.com. Where x is your organization name and y is your region instance.

         
      2. In the Microsoft 365 Admin Center, click on Users and then Active users.

         
      3. On the Active Users list, select your installation user and the details panel will show. Click Manage roles on the details panel. Then on the new page that opens, select Admin center access and then check the Global Administrator boxes. Save the changes.

         
      4. Log out. Then log back into Dynamics 365 to make sure that any changes to the Account propagate correctly.

2. Install the Live Assist for Dynamics 365 app from AppSource 

    1. In Dynamics 365, click the cog>Advanced Settings.
       Picture of pressing cog to get to advanced settings
         
    2. Go to the Settings menu and then Microsoft AppSource
       
    3. The Microsoft AppSource listing will open in a new window. Search for Live Assist for Dynamics 365. Click Free Trial.

       
    4. Choose the environment where you want to install Live Assist for Dynamics 365. Read and then confirm that you agree with the legal terms and privacy statements. Click the Install button.

       
    5. Accept the request for permissions on behalf of your organization.

      Note: You may also see the same consent prompt at other points in the installation. In order to proceed, you will need to accept these permission requests.

       
    6. A Live Assist Provisioning page will open in a new browser tab. Choose your Dynamics 365 instance from the list and enter your contact email address.
        • If your organization does not intend to use Unified Service Desk (USD), leave the box for USD unchecked.
        • If you intend to use Unified Service Desk, see the article Installing USD.

          Note: If you intend to use USD, you have the following two options: (1) Install Live Assist for Web Client First. Leave the box unchecked and submit the form. Allow the provisioning process to complete. Then provision the USD, return to this form, check the box and resubmit. OR (2) Install Live Assist for Web Client and USD simultaneously. Leave this page and provision the USD. Then return to this page and you should see this checkbox enabled (you may need to refresh the page). Check the box and submit the form.

           
        • Read and accept the CBA Software License Terms and Privacy Statement in order to proceed.
          MicrosoftTeams-image__21_.png
          Then submit the form. A message is displayed to inform you that provisioning is in progress.

3. Within an hour or sometimes longer, Live Assist Support will send you an email like the following example. Follow the instructions in the email by going to the Live Assist admin portal to complete the provisioning process.

Tip: Steps to login to the Admin Portal from Dynamics 365 are explained in the article How to Log in to the Admin Portal.


 4. The first time you use the Admin Portal, provide your contact details

This completes the initial installation of Live Assist for Dynamics 365. Please keep going with the next steps to finish your setup.

Next Steps

  1. Enable the Agent Widget in Dynamics 365, following the guide to Enabling the Messaging Agent Widget
  2. Test the Messaging Conversation, following the testing guide
  3. Create Messaging Web Engagements, following the guide to web engagements
  4. Set up Live Assist to work on your website, following the guide to adding add the Live Assist Tag

See Also

Related articles