Messaging is our modern platform for engagements in Live Assist for Dynamics 365 (LAD365). It is in part powered by the technology of our partner, LivePerson. With Messaging, each feature in LAD365 has been improved, bringing many more benefits to you. We have also added many new and innovative features.
In this article, you will learn about our Messaging platform and the benefits that it brings.
What is a Messaging Engagement?
Our legacy engagement platform is called Live Chat. Live Chat powers conversations between agents and consumers in real-time. Live Chat requires, however, that both agent and the consumer be online at the same time. Each time a new engagement happens there is no previous conversation history.
Our Messaging platform takes chats to the next level. Messaging can do everything Live Chat can do, including live conversations. But it can also do so much more. For example, it makes it possible to have longer running "anytime" conversations.
With Messaging, you can integrate popular 3rd party channels like Twilio, SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat and more. An agent can receive these Messaging engagements right inside Dynamics 365! Because of this, agents are now able to handle multiple channels of conversation at scale.
Messaging allows for asynchronous, resumable conversations between brands and their consumers, in the same way that consumers are already used to communicating by social networking services. This means a consumer can message a brand at any time, even if an agent is not online. An agent can also reply to a consumer even if they are not online. All while maintaining full conversation history! This enables you as a brand to improve your customer's journey in a way that was not possible with Live Chat engagements.
Of course, real-time chat is also still possible using Messaging.
Tip: See the feature comparison (with the legacy Live Chat platform) or our product site for more details.
Why use our Messaging platform?
Benefits for consumers:
Messaging engagements are designed to make consumer's lives easier. For example, a consumer can:
- Talk on their own time: Consumers can come and go from a conversation and respond on their own time. Learn more about resumable conversations.
- Use a channel of their choosing: Consumers can communicate with you using their favorite app, in addition to web messaging. Messaging is available for many popular third-party channels such as Twilio, Facebook Messenger, WhatsApp, and more.
- Get faster responses: Agents can handle more conversations at once and this enables consumers to get faster service.
- View their full conversation history: Consumers can search and browse through their full conversation history.
Benefits for your brand:
- Boost efficiency: Messaging is up to two times more efficient than voice or live chat. It enables agents to help multiple consumers at a time and increase CSAT.
- Increased sales opportunities: Create an ongoing connection with consumers and prospects, increasing the customer lifetime value.
- Multiple channels: Extend messaging directly over popular channels like SMS, Facebook, WhatsApp, and Apple Business Chat. Manage all communications in a single workspace.
- Higher CSAT and resolution rates: With asynchronous messaging, agents are able to consult with a colleague or an external application. This helps them to prepare the right answer, increasing first-time resolution rates and customer satisfaction.
- Control over queue prioritization: Consumers do not need to wait by the phone or screen with messaging, giving brands more flexibility to choose which conversations should be handled first.
How does this change things for my Campaigns?
If you use our legacy Live Chat platform at present, we encourage you to make the switch to Messaging. As you do so, you can use both platforms simultaneously for a while to ease the transition.
What changes can you expect, besides the new features?
- The way surveys (such as pre-chat or post-chat) are done has changed. With our Messaging platform, bots are the way to do surveys. (Learn more.)
- We have a new Agent Widget.
- Agents need to use the new Messaging Widget for Dynamics to use the Messaging platform.
- The Dynamics 365 web client only allows agents or groups of agents to load a single widget at a time. Therefore, your agents can either be assigned as "Live Chat agents" or "Messaging agents", but not both at the same time.
- At present, the USD desktop client can only be configured for either the Live Chat widget or the Messaging widget for all agents, but not a mix.
Get Started with Messaging
Existing Customers
To get started with Messaging, follow the steps in this guide to getting started with Messaging. If you have any questions about moving to Messaging, please contact your Account Director.
New Customers
We welcome you to test Live Assist for Dynamics 365 with a free trial! Just follow the steps in our Installation Guide to get up and running with Messaging. All new accounts or free trials created after January 1, 2024 are automatically set up with Messaging.
Want to learn more first? Watch our short video on the features of Live Assist for Dynamics 365, check out our product site, or contact us with your questions.