The chat widget is integrated into the MS Dynamics 365 (web client or USD) console. There is no need to leave the CRM console as the immersive experience is all within the Dynamics CRM screen. If there is an authenticated chat engagement (part of CRM record), consumer information will be presented to the agent.
If two chats are engaged simultaneously, separate tabs allow the agent to click from one consumer to the other, using differently colored bubbles identifying each consumer.
When agent clicks on each chat, the information and context is specific to that chat. There is an optional flashing image if SLAs are not being met.
The screenshot below shows the chat widget snapped into the Dynamics console. The blue bubble on the right side pane highlights an active chat engagement between a consumer, Abby Smith, and a Dynamics 365 CRM agent: