As thousands of messages are sent every day, Live Assist for Microsoft Dynamics 365 keeps security and performance in focus to deliver the best experience for agents and visitors. This article will detail how messages are processed how the content will be presented.
Every message sent by the visitors is analysed, preventing any scripts or code from being executed to the agent. This prevents any kind of malicious link or task from being executed when the agent receives these messages. Messages will be processed as plain text and any hyperlinks sent by visitors will not be clickable by agents, but the URL will still be displayed.
Chat messages sent by the agent are also analysed and sent as plain text. The only difference to visitor messages is that URLs will be sent as hyperlinks and will be clickable to visitors, as agents can be trusted to share information sources.
Message lengths are limited:
- Up to 1000 characters can be sent at a time by the agent
- The chat transcript will replace text formatting such as newlines, tabs, or multiple spaces with equivalent HTML that will increase the length of the message. Encoded messages over 1300 characters long are truncated, replacing the last 3 characters with '...' to indicate the truncation.
- Up to 2000 characters can be sent by the visitor.