The Live Assist Agent Widget is integrated right into Microsoft Dynamics 365 in both the web client and the USD. Your agents will be able to see and use both the widget and Dynamics apps at the same time, in a single pane. There is no need for your agents to navigate away from the CRM console to another window.
The Agent Widget will provide the name of the visitor and other details, if known. You can use either a pre-conversation survey bot or visitor authentication to get these details.
Each agent can engage in more than one conversation at time. The Ongoing Conversations view allows the agent to switch from one conversation to another. It uses different colored bubbles for each visitor.
In a conversation, the agent can open the Dynamics Chat Activity. This provides further details and context information about the visitor.