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Enabling the Messaging Agent Widget

  • Messaging

Updated ~ minute read

Learn how to enable the Agent Widget for Messaging so your Agents can use Live Assist for Dynamics 365.

Note: Messaging is our new modern platform for engagements in Live Assist for Dynamics 365. Our legacy platform for engagements is called Live Chat. If you are trying to enable the legacy Live Chat Widget, go to this article instead. (But please note that new free trials or new customers must use the Messaging Widget.) 

Prerequisites

Before you can enable the Agent Widget for Messaging, you need to complete the following steps.

  1. Install the latest version of Live Assist for Dynamics 365, using either the Installation Guide (new customers) or the Upgrade Guide (existing customers). (You must have CRM package version 3.5.4.0 or higher installed to use the Messaging platform).
  2. Contact your Account Director to have the Messaging back-end enabled on your account (existing customers only; new customers may skip this step).

How to Enable the Agent Widget for Messaging

To enable the widget, you must create channel provider records. You have two options to do so.

  1. Use the Run Tests easy step, OR
  2. 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.

  1. Go to the Live Assist Settings app at https://<orgURL>.dynamics.com/apps or using the Dynamics 365 App menu.

     
  2. Go to Diagnostics using the left navigation pane.

     
  3. Click the Run tests button. Then click the button to Add a Live Assist Channel Provider entry for Messaging.

     
  4. A new tab will open for the Channel Integration Framework. Most of the details for Messaging will be pre-filled. You just need to add the Unified Interface Apps with which you want to use the Agent Widget. Then save.

     
  5. Launch one of the Unified Interface Apps 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.

  1. Go to the Dynamics 365 Channel Integration Framework app at https://<orgURL>.dynamics.com/apps or using the Dynamics 365 App menu.

     
  2. Go to Channel Providers using the left navigation pane. Click the New button to add a new channel provider record.

     
  3. On the new channel page, enter the following details:
    Field Value to enter
    Name Live Assist Messaging
    Label Live Assist Messaging Agent Widget
    Channel URL Set the Messaging Widget URL to:https://service.[region].liveassistfor365.com/agent-messaging?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-messaging?orgID=AAAA-BBBB-CCCC-DDDD-EEEE
    Enable Outbound Communication No
    Channel order 0
    Select 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

     
  4. Save your entries.

     
  5. Launch one of the Unified Interface Apps that you selected to confirm that the Agent Widget loads on the right side.

    The Agent Widget in minimized mode:
    The Agent Widget in the expanded mode:
     

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.

Note: If you are going to use both the Live Chat (legacy) and Messaging (new) engagement platforms in the same Dynamics 365 organization, there are some extra steps you need to take. In that case you will need two CIFv1 configuration entries. One for the chat platform and a second one for the Messaging platform. However, on certain versions of CIFv1, if both platforms are active at the same time, the widget may remain blank. If this is the case, you will need to deactivate one of the platforms. Alternatively, you can use ordering, apps, or roles to segregate which agents will see the old chat widget and which see the new messaging widget. Learn more.

Next Steps

  1. Test the Messaging Conversation, following the testing guide.
  2. Create Messaging Web Engagements, following the guide to web engagements.
  3. Set up Live Assist to work on your website, following the guide to adding add the Live Assist Tag
  4. Contact support or your account director, to have all messaging features unlocked. See how.

See Also

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