Note: To use the new Messaging Widget for Dynamics, reach out to your Account Director to enable the messaging features from the back end. Once they confirm that your environment is ready, ensure you have upgraded or patched Live Assist for the Messaging service.
You can enable the Messaging Agent widget in two ways:
- Use the Run Tests easy step
- Set up the Channel Integration Framework manually
Enabling the Widget Using the Run Tests Button
In CRM Package version 18.104.22.168, the Live Assist Settings model-driven app now has a button that can automatically create channel provider records for both Chat and Messaging.
1. Navigate to the Live Assist Settings using https://<orgURL>.dynamics.com/apps.
2. Select Diagnostics.
3. Click Run tests, then click the Add a Live Assist Channel Provider entry for Messaging button:
4. A new tab for Channel Integration Framework opens with Messaging fields pre-filled. Select the unified interface apps to display the agent widget, then click the Save or Save and Close button.
5. Launch the Unified Interface app to see the Messaging widget on the right side:
Enabling the Widget Manually via the Channel Integration Framework
1. Navigate to the Dynamics 365 Channel Integration Framework using https://<orgURL>.dynamics.com/apps.
2. Select New to add a new channel provider record.
3. On the new channel page, enter the following information.
|Field||Value to enter|
|Name||Live Assist Messaging|
|Label||Live Assist Messaging Agent Widget|
|Channel URL||Set the Messaging Widget URL to:
Replace the following:
[region] with your Live Assist Region
[OrgID] with your Live Assist Organization ID
|Enable Outbound Communication||No|
|Select Unified Interface apps for the channel||Select the individual apps to display the agent application.|
|Select the roles for the channel||Live Assist Agent|
4. Save your entries.
Note: If running both Live Chat and Messaging from the same D365 org, you will need two CIFv1 configuration entries. One for chat and a new one for messaging. However on certain versions of CIFv1 if both are active at the same time the widget will remain blank. If this is the case, you will need to deactivate one at any given time. Otherwise, you can use ordering, apps, or roles configuration to determine which agents will see the chat or messaging widget.
5. Launch the Unified Interface app to see the Messaging widget on the right side.
The Messaging widget in minimized mode:
The Messaging widget in the expanded mode:
For more information on how to create a web messaging engagement, see: Creating Web Messaging Engagements
To view the overall procedure for enabling Live Assist Messaging on your instance, see: Getting Started with Live Assist Messaging
To configure the Unified Service Desk Agent Widget URL for Messaging, please see this article: Configuring Messaging in USD Agent Widget