Learn how to enable the Agent Widget for Chat so your Agents can use Live Assist for Dynamics 365.
Note: Live Chat is our legacy platform for engagements in Live Assist for Dynamics 365. Our modern platform for engagements is called Messaging. If you are a new customer or free trial user, please see the article on enabling the agent widget for messaging, instead of this one.
Important: If you are a current user of our legacy Live Chat engagement platform, we encourage you to consider switching to our new Messaging engagement platform. It has many benefits including resumable conversations, integration with popular chat apps like WhatsApp, AI tools, and much more. Learn more in this article, or on our site, or speak with your Account Director for more details.
How to Enable the Agent Widget for Live Chat
To enable the widget, you must create channel provider records. You have two options to do so.
- Use the Run Tests easy step OR
- Set up the Channel Integration Framework manually.
Option 1: Use the Run Tests easy step
The Live Assist Settings app can automatically create the channel provider records for you.
Important: This requires Live Assist CRM Package version 3.5.6.0 or higher.
- Go to the Live Assist Settings app at https://<orgURL>.dynamics.com/apps or using the Dynamics 365 App menu.
- Go to Diagnostics using the left navigation pane.
- Click the Run tests button. Then click the button to Add a Live Assist Channel Provider entry for Chat.
- A new tab will open for the Channel Integration Framework. Most of the details for Chat will be pre-filled. You just need to add the Unified Interface Apps with which you want to use the Agent Widget. Then save.
- Launch one of the Unified Interface Apps (e.g. Customer Service Hub) that you selected to confirm that the Agent Widget loads on the right side.
Important: Do not add either Project Service or Omnichannel for Customer Service as Unified Interface Apps for the channel. If either of these are added, the agent widget will not work.
Option 2: Enable the Widget Manually using the Channel Integration Framework App
You can also configure the channel provider record manually, if you prefer.
- Go to the Dynamics 365 Channel Integration Framework app at https://<orgURL>.dynamics.com/apps or using the Dynamics 365 App menu.
- Go to Channel Providers using the left navigation pane. Click the New button to add a new channel provider record.
- 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 Live Assist Organization ID
Example URL:https://service.na1.liveassistfor365.com/agent-widgets/unifiedInterface.html?orgID=AAAA-BBBB-CCCC-DDDD-EEEEEnable Outbound Communication Yes Channel order 1 Trusted domain Your organization's URL. For example:
https://example.crm.dynamics.comSelect Unified Interface apps for the channel Select the individual apps with which you want to use the Agent Widget. Select the roles for the channel Live Assist Agent - Save your entries.
- Launch one of the Unified Interface Apps (e.g. Customer Service Hub) that you selected to confirm that the Agent Widget loads on the right side.
Important: Do not add either Project Service or Omnichannel for Customer Service as Unified Interface Apps for the channel. If either of these are added, the agent widget will not work.
Next Steps
Visit the Live Assist Demo Site to test chat engagements.