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 confirmed that your environment is ready, ensure you have upgraded or patched Live Assist for the Messaging service and then create a new Channel Provider record in the Channel Integration Framework application for Live Assist Messaging.
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 using 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: