The following restrictions may prevent Live Assist from operating as expected:
- Co-browse restrictions
- Pop-out Engagements cannot start co-browse.
See: Creating Chat Engagements - Visitor pages that contain iframes
- The content of the iframe may not be rendered in the agent's view during a co-browse.
- The iframe may appear blank in the agent's view and agents cannot interact with the iframe content.
- See also: HTML and CSS Co-browse Restrictions
- Co-browse performance:
Avoid cross regional routing between visitors, your CRM instance and agents. The large distances and traffic routes cause significant delay establishing reliable co-browse.
- Pop-out Engagements cannot start co-browse.
- Chat restrictions
- Anchor links cannot be sent using chat.
- Files (including images and PDFs) must be transferred using the File Transfer feature.
- Unified Interface restrictions
- In a Dynamics 365 Organization with the new Unified Interface, see the following list of Live Assist features and their availability to agents:
Feature Web Unified
InterfaceNotes Chat Available Available Co-browse Available Available Voice and video Available Available File transfer Available Available View chat activity Available Available Shortcode Available Available Create case, opportunity, or lead Available Available Knowledge base search Available Changed Search is now available through Customer Service Hub Contact search Available Changed Search is now available in the Customer Field on the Chat Activity Full mode Available Available Context panel Available Not available Associate contact to chat Available Changed Available using new Associate Contact button in the widget SendMessage and WriteMessage JavaScript APIs Available Not available Chat activity list Available Not available Sitemap section Available Changed The former sitemap location now displays as a breadcrumb.
The sitemap is now the bar on the left—to navigate to different sitemap areas, click the button in the bottom left. There are separate sitemaps for the separate hubs in the UI—the Live Assist sitemap is in the Dynamics 365 – custom hub.
- In a Dynamics 365 Organization with the new Unified Interface, see the following list of Live Assist features and their availability to agents: