An application can determine the availability of an agent, and make chat requests. Both of these operations can be constrained to an agent skill.
Once a chat request has been submitted, the session is monitored by the application. The application then acts as a relay between its end users and the Live Assist agent via the service.
The service requires an authorization header to be provided in each request. The value of the token in the header must match that configured for the service through the Live Assist Admin Portal. The value is in the form of an application key.
- You can generate application keys through the Live Assist for Microsoft Dynamics 365 administration portal.
- These keys are secret and must be kept secure.
- Each application key only works for the organization for which it was generated.
1. The API documentation can be found at https://service.na1.liveassistfor365.com/api/chat/v0/resources/apidoc.html#_overview
2. All operations specify an account ID as part of the resource path. You can find your Live Assist account ID as per https://support.liveassistfor365.com/hc/en-us/articles/360006116154-Finding-your-Account-Number
3. The base URL for all REST calls is:
Important: Depending on your CRM region replace [REGION] in the above URL with na1 for North America, eu1 for EMEA and South America, or ap1 for APAC.
To past context data about the visitor chat to the agent use the context service in conjunction with this API. See the guide at https://service.na1.liveassistfor365.com/api/chat/v0/resources/apidoc.html#_chat_server_and_context_data