Enabling Live Assist when using Microsoft Dynamics Unified Interface

To use Live Assist for Microsoft Dynamics 365 in a Dynamics 365 Organization with the new Unified Interface, you need to configure the Unified Interface to display the Live Assist Agent Application.  You also need to be using the Agent Application version 3.3.0 or above.

See also:

• Upgrading to the latest version of Live Assist
• Unified Interface restrictions
• Which platforms and browsers are supported?
• Channel Integration Framework (CIF) does not support Internet Explorer

To enable Live Assist when using the Unified Interface:

1. Install the Channel Integration Framework (CIF).
   See: Getting the Channel Integration Framework
2. Open the Channel Integration Framework application
   
3. Create a new Channel Provider record
   
4. Enter the following information:
   

   Field	Value to enter
   Name	Live Assist for 365
   Label	Live Assist for 365
   Channel URL	Set the Agent Widget URL to: https://service.[region].liveassistfor365.com/agent-widgets/unifiedInterface.html?orgID=[Org ID] Replace the following: [region] with your Live Assist Region [OrgID] with your Cafex Organization ID Example URL: https://service.na1.liveassistfor365.com/agent-widgets/unifiedInterface.html?orgID=AAAA-BBBB-CCCC-DDDD-EEEE
   Enable Outbound Communication	Yes
   Channel order	1
   Trusted domain	Your organization's URL, for example: https://example.crm.dynamics.com
   Select Unified Interface apps for the channel	To display the agent application: Either: • Select individual apps Or: • Select all apps, then remove the Project Service App as it is in an edited state with Dynamics 365 and will not load Live Assist and will also break config for other Apps
   Select the roles for the channel	Live Assist Agent

   
5. Save your entries.
6. You must make a security role permissions change for the Live Assist Administrator. In Dynamics 365 go to Settings > Security > Security Roles > Live Assist Administrator role.  Enable the read permission under the Channel Provider entity in the Custom Entities tab.
   

If the Agent widget still doesn't load and you have a newer Dynamics 365 environment then you may need to also follow the steps at https://support.liveassistfor365.com/hc/en-us/articles/360050482794-Live-Assist-Agent-Chat-Panel-not-loading-in-Unified-Interface-Applications