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Live Assist Restrictions

  • Chat
  • Messaging

Updated ~ minute read

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.
  • Chat restrictions (in our legacy Live Chat platform)
    • Anchor links cannot be sent as part of a message
    • Files (including images and PDFs) must be transferred using the legacy File Transfer feature.
  • Conversation restrictions (in our modern Messaging platform)
  • Voice and Video restrictions
    • Voice and Video escalation does not currently work when the visitor is using a mobile device
  • Dynamics Unified Interface restrictions
    • The following chart compares Live Assist features and their availability in the Dynamics Unified Interface with their availability in the Dynamics legacy web client. (Please note that the Dynamics legacy web client has been deprecated by Microsoft.)
      Feature Legacy Web Client Unified
      Interface      		 Notes
      Conversations 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.

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