The following control configurations (for example, for action calls, events, and toolbar buttons) have been removed from Live Assist for Microsoft Dynamics 365 to prevent any dependency on external Dynamics 365 entities:
Contact
Action Call (Agent Script Action)
| Name | Update chat context after delay |
| Hosted Control | Contact |
| Action | ExecuteOnTimeout |
| Data | milliseconds=3000 |
| Order | |
| Condition |
| Name | Navigate to chat contact |
| Hosted Control | Contact |
| Action | Navigate |
| Data | url=/main.aspx?etc=2&extraqs=%3fetc%3d2&pagetype=entityrecord&navbar=off&id=[[ChatContext.CustomerIdValue]] |
| Order | |
| Condition | "[[ChatContext.IsAuthenticated]+]"=="true" |
Toolbar Button
| Name | Activities |
| Image | |
| Button text | Activities |
| Tooltip | |
| Order | 4 |
| Show Tab | |
| Shortcut Key | |
| Actions | Related Activities for Contact Session |
| Enabled Condition | |
| Visible Condition |
| Name | Associated Cases |
| Image | |
| Button text | Associated Cases |
| Tooltip | |
| Order | 5 |
| Show Tab | |
| Shortcut Key | |
| Actions | Action Call for Associated Cases Button Click on Contact Toolbar |
| Enabled Condition | |
| Visible Condition |
| Name | ContactBack |
| Image | msdyusd_Back |
| Button text | |
| Tooltip | msdyusd_Back |
| Order | 1 |
| Show Tab | |
| Shortcut Key | |
| Actions | |
| Enabled Condition | |
| Visible Condition |
| Name | ContactForward |
| Image | msdyusd_Forward |
| Button text | |
| Tooltip | Forward |
| Order | 2 |
| Show Tab | |
| Shortcut Key | |
| Actions | Action Call to Go Forward for Contact Session |
| Enable Condition | |
| Visible Condition |
Toolbar
| Name | Contact Navigation Toolbar |
| Title | |
| Order | |
| Enable Condition | |
| Visible Condition | |
| Buttons (see above) | Activities Associated Cases ContactBack ContactForward |
UII action
| Name | ExecuteOnTimeout |
| Owner | SYSTEM |
| Focus Application | No |
| Hosted Application | Contact |
| Default | No |
| URL | |
| Query String | |
| Method | GET |
| Automation Mode | No Automation |
| Run Asynchronously | No |
Window Navigation Rule (Window Route)
| Name | Default Contact |
| Order | 200 |
| From | |
| From Search | |
| Entity | contact |
| Route Type | Popup |
| Destination | Tab |
| Action | Route Window |
| Target Tab | Contact |
| Show Tab | Contact |
| Hide Command Bar | No |
| Hide Navigation Bar | Yes |
| Condition |
Event (UII Event)
| Name | BrowserDocumentComplete |
| Hosted Application | Contact |
| Active Actions | Action Call to Update Context Action Call to View Associated Cases for Contact Load Notes Action Call CloseSearchWindow (Order 1) Show Upgrade Notification (Order 2) Action Call to AssociateContactToChat (Order 3) |
KB Search
Action Call (Agent Script Action)
| Name | Search KB with query |
| Hosted Control | KB Search |
| Action | Search |
| Data | query=[[PostData]] results=5 blockClick=1 |
| Order | 25 |
| Condition | "[[PostData]+]" != "" |
| Name | Search KM for Case Title |
| Hosted Control | KB Search |
| Action | Search |
| Data | query=[[$Scriptlet.Generate KB Search Query By Case Title]] results=5 blockClick=1 |
| Order | 1 |
| Condition | "[[$Session.AssociatedChatSessionId]+]"=="" |
| Name | Open KB |
| Hosted control | KB Search |
| Action | default |
| Data | |
| Order | 1 |
| Condition | "[[ChatContext.ChatConversationId]+]" == "" |
Toolbar
| Name | KM search toolbar |
| Title | |
| Order | |
| Enable condition | |
| Visible condition | |
| Buttons (see above) | CopyLink (Order 4) LinkArticle (Order 5) ReadLastMessage (Order 2) Send Link to Chat (Order 1) SendLinkInEmail (Order 3) UnlinkArticle (Order 6) |
Toolbar Button
| Name | ReadLastMessage |
| Image | cxlvhlp_/Images/SearchKB.png |
| Button text | Search KB |
| Tooltip | Search KB |
| Order | 2 |
| Show Tab | |
| Shortcut Key | |
| Actions | Search KB with Last Chat Message |
| Enabled Condition | |
| Visible Condition | "[[$Session.ActiveChatSessionId]+]" != "" |
| Name | Send Link to Chat |
| Image | cxlvhlp_/Images/SendChat.png |
| Button text | Send to chat |
| Tooltip | Send to chat |
| Order | 1 |
| Show Tab | |
| Shortcut Key | |
| Actions | Send KBpublicUrl |
| Enabled Condition | |
| Visible Condition | "[[KB Search.publicUrl]+]" != "" && "[[$Session.ActiveChatSessionId]+]" != "" |
UII action
| Name | Search |
| Owner | (any administrator) |
| Focus Application | No |
| Hosted Application | KB search |
| Default | No |
| URL | |
| Query String | |
| Method | GET |
| Automation Mode | No Automation |
| Run Asynchronously | No |
| Name | default |
| Owner | (any administrator) |
| Focus Application | No |
| Hosted Application | KB Search |
| Default | Yes |
| URL | |
| Query String | |
| Method | GET |
| Automation Mode | No Automation |
| Run Asynchronously | No |
Associated Cases
Action Call (Agent Script Action)
| Name | Action Call to View Associated Cases for Contact |
| Hosted control | Associated Cases |
| Action | Navigate |
| Data | url=userdefined/areas.aspx?formid=8448b78f-8f42-454e-8e2a-f8196b0419af&inlineEdit=1&navItemName=Cases&oId=[[contact.Id]u]&oType=1&pagemode=iframe&rof=true&security=852023&tabSet=areaService&theme=Outlook15White&cmdbar=false |
| Order | |
| Condition | "[[contact.Id]+]" != "" && "[[$Session.AssociateChat]g+]"=="" |
| Name | Action Call for Associated Cases Button Click on Contact Toolbar |
| Hosted Control | Associated Cases |
| Action | Navigate |
| Data | url=userdefined/areas.aspx?formid=8448b78f-8f42-454e-8e2a-f8196b0419af&inlineEdit=1&navItemName=Cases&oId=[[contact.Id]u]&oType=1&pagemode=iframe&rof=true&security=852023&tabSet=areaService&theme=Outlook15White&cmdbar=false |
| Order | |
| Condition |
CRM Global Manager
Action Call (Agent Script Action)
| Name | Show Tab for Associated Cases |
| Hosted Control | CRM Global Manager |
| Action | ShowTab |
| Data | Associated Cases |
| Order | |
| Condition |
KM Article
Action Call (Agent Script Action)
| Name | Show Tab for Associated Cases |
| Hosted control | KB Article |
| Action | Navigate |
| Data | url=[[KB Search.articleurl]] header=[[header]+] postdata=[[postdata]] |
| Order | 3 |
| Condition |
Toolbar button
| Name | Send Link to Chat |
| Image | cxlvhlp_/Images/SendChat.png |
| Button text | Send To Chat |
| Tooltip | |
| Order | 1 |
| Show Tab | |
| Shortcut Key | |
| Actions | Send Article PublicUrl |
| Enabled Condition | |
| Visible Condition | "[[KB Article.publicUrl]+]" != "" && "[[$Session.ActiveChatSessionId]+]" != "" |
Toolbar
| Name | KM Article Toolbar |
| Title | |
| Order | |
| Enable Condition | |
| Visible Condition | |
| Buttons (see above) | Send Link to Chat |
KB Article
| Name | Navigate |
| Owner | SYSTEM |
| Focus Application | No |
| Hosted Application | KB Article |
| Default | No |
| URL | |
| Query String | |
| Method | GET |
| Automation Mode | No Automation |
| Run Asynchronously | No |
Chat Control
Action Call (Agent Script Action)
| Name | Action Call to Focus on Case when Create Case for Authenticated |
| Hosted Control | Chat Control |
| Action | FocusApplication |
| Data | RedirectUrl=main.aspx?pagetype=entityrecord&etn=incident&extraqs=title%3DChat%20Case%20([[ChatContext.ChatConversationId]+])%26customerid%3D%7B[[ChatContext.CustomerIdValue]+]%7D%26customeridname%3D[[ChatContext.CustomerFirstName]+]%20[[ChatContext.CustomerLastName]+]%26customeridtype%3Dcontact%26cxlvhlp_chatsessionid=[[PostData]+] ApplicationName=Incident |
| Order | 2 |
| Condition | "[[ChatContext.IsAuthenticated]+]"=="true" |
| Name | Search KB with Last Chat Message |
| Hosted Control | Chat Control |
| Action | ReadLastMessage |
| Data | chatsessionid=[[$Session.ActiveChatSessionId]+] |
| Order | |
| Condition | "[[$Session.AssociatedChatSessionId]+]" != "" &&("[[url]+]"=="" ||"[[url]+]"=="about:blank" ) && "[[SourceApplication]+]"=="KB Search" |
| Name | Action Call to Focus on Case when Create Case for Unauthenticated |
| Hosted Control | Chat Control |
| Action | FocusApplication |
| Data | RedirectUrl=main.aspx?pagetype=entityrecord&etn=incident&extraqs=title%3DChat%20Case%20([[ChatContext.ChatConversationId]+])%26caseorigincode=455052511%26cxlvhlp_chatsessionid=[[PostData]+] ApplicationName=Incident |
| Order | 2 |
| Condition | "[[ChatContext.IsAuthenticated]+]"=="false" |
| Name | Action Call to Open Cases from Chat Control |
| Hosted Control | Chat Control |
| Action | FocusApplication |
| Data | RedirectUrl=[[url]] ApplicationName=Incident Refreshdata=true |
| Order | 2 |
| Condition |
| Name | Send Article PublicUrl |
| Hosted Control | Chat Control |
| Action | WriteMessage |
| Data | message=[[KB Article.publicUrl]+] |
| Order | |
| Condition |
| Name | Focus Multi Search Page |
| Hosted control | CRM Global Manager |
| Action | ShowTab |
| Data | Chat Search Page |
| Order | |
| Condition | "[[$Session.IsAutoAcceptingChats]+]"=="False" |
| Name | Navigate to chat search page |
| Hosted Control | Chat Search Page |
| Action | Navigate |
| Data | url=/multientityquickfind/multientityquickfind.aspx?sitemappath=Settings%7cSystem_Setting%7cnav_administration&text=[[$Scriptlet.Get Chat Contact Full Name]] |
| Order | |
| Condition | "[[ChatContext.IsAuthenticated]+]"=="false" |
| Name | Show Tab for Chat Context |
| Hosted Control | CRM Global Manager |
| Action | ShowTab |
| Data | Chat Context |
| Order | |
| Condition |
| Name | Focus Chat Contact |
| Hosted Control | CRM Global Manager |
| Action | ShowTab |
| Data | Contact |
| Order | |
| Condition | "[[$Session.IsAutoAcceptingChats]+]"=="False" |
UII Action
| Name | WriteMessage |
| Owner | SYSTEM |
| Focus Application | No |
| Hosted Application | Chat Control |
| Default | No |
| URL | |
| Query String | |
| Method | GET |
| Automation Mode | No Automation |
| Run Asynchronously | No |
Event (UII Event)
| Name | CreateCase |
| Hosted Application | Chat Control |
| Active Actions | Action Call to Switch Session (Order 1) Action Call to Focus on Case when Create Case for Authenticated (Order 2) Action Call to Focus on Case when Create Case for Unauthenticated (Order 2) |
| Name | DesktopReady |
| Hosted Application | CRM Global Manager |
| Active Actions | Presence Control Load (Order 4) Chat Control Load (Order 5) |
Conditional Configurations
Some of the configurations listed above include conditions that have to be met so that they can be executed. These conditions are used to prevent errors, and to confirm that specific model values are filled in USD to perform certain actions.
Authenticated chats
| Condition | "[[ChatContext.IsAuthenticated]+]"=="true" |
When the agent participates in authenticated chats, more actions can be performed in USD since the user ID is known, as in the following examples:
- Navigate to chat contact—allows opening the Contact hosted control specifying the target user to be opened.
- Action Call to Focus on Case when Create Case for Authenticated—when this is called, the contact ID is provided to the Case form and the customer field is pre-filled.
Active Chats
| Condition | "[[$Session.ActiveChatSessionId]+]" != "" |
Some events and buttons interact with the active chat in the agent app and shouldn’t be fired or executed when no chats are selected - here are some of these records:
- ReadLastMessage—reads the last message of an active chat
- Send Link to Chat—sends a link to the active chat