Note: Messaging is our new modern platform for engagements in Live Assist for Dynamics 365. Our legacy platform for engagements is called Live Chat. This article compares the features of the two.
Feature Comparison
| Platform Features | Live Chat (legacy) | Messaging |
| Campaign Builder | ✓ | ✓ |
| Chat Engagements | ✓ | ✓ |
| Messaging Engagements | -- | ✓ |
| Direct Social Network Connectors
ℹSupported channels include:
Facebook Messenger, Apple Business Chat, WhatsApp Business, Instagram, Twitter, LINE, Viber, and WeChat Business |
-- | ✓ |
| Twilio SMS Connector | -- | ✓ |
| Conversation Builder AI Bots | -- | ✓ |
| Microsoft Bot Support | ✓ | ✓ |
| Additional 3rd Party Bot Support
ℹ You can provision:
IBM Watson, Google Dialogflow, Amazon Lex, or Microsoft bots |
-- | ✓ |
|
Intent Manager
ℹ Live consumer intent detection with Conversation Builder Bots
|
-- | ✓ |
| Proactive Messaging | -- | ✓ |
| Generative AI | -- | ✓ |
| Voice Bots | -- | ✓ |
| Agent Widget | Chat (legacy) | Messaging |
| Real Time Live Chat | ✓ | ✓ |
| Asynchronous Conversations | -- | ✓ |
| Resumable Conversations | -- | ✓ |
| Previous Visitor Conversation History | -- | ✓ |
| Emoji Support | -- | ✓ |
| Direct Social Channel Support | -- | ✓ |
| Twilio SMS Channel Support | -- | ✓ |
| Email Channel Support | -- | ✓ |
| Co-browse | ✓ | ✓ |
|
Voice & Video Escalation
ℹ Not supported in mobile browsers
|
✓ | ✓ |
| Agent file share | ✓ | ✓ |
| Consumer file share | -- | ✓ |
| Rich Content and HTML Support | -- | ✓ |
| Pre/Post Chat Survey Data Stored in Dynamics | ✓ | ✓ |
| Transcript and Activity Data Stored in Dynamics | ✓ | ✓ |
| Case and Contact Linking in Dynamics | ✓ | ✓ |
| USD Client Support | ✓ | ✓ |
| Engagement Support | Chat (legacy) | Messaging |
| Direct Social Channel Support | -- | ✓ |
| Twilio SMS Channel Support | -- | ✓ |
| Offline Messaging | -- | ✓ |
| AI bot driven Offline Engagements
ℹ Using Conversation Builder Bots
|
✓ | ✓ |
|
AI bot driven Pre/Post Conversation Surveys
ℹ Using Conversation Builder Bots
|
✓ | ✓ |
| Static Pre/Post/Offline Chat Surveys | ✓ | -- |
| Bot Escalation to Human | ✓ | ✓ |
| Authenticated Engagements | ✓ | ✓ |
| Mobile SDKs | ✓ | ✓ |
| Engagement Targeting | ✓ | ✓ |
| Messaging Channels | Chat (legacy) | Messaging |
| -- | ✓ | |
| -- | ✓ | |
| -- | ✓ | |
| SMS | -- | ✓ |
| Apple Messages for Business | -- | ✓ |
| WhatsApp Business | -- | ✓ |
| Line Connector | -- | ✓ |
| Viber | -- | ✓ |
| WeChat Business | -- | ✓ |
| Kako Talk | -- | ✓ |
Get Started
If you are an existing customer, we encourage you to switch over to the Messaging engagement platform. Learn how to get started.
If you are a new customer, you are already using our new Messaging engagements platform. We are sure you and your customers will find it beneficial!
See Also
For the latest supported platform and browser versions, see Platform and browser support.
For the current known limitations of Messaging, please refer to our Outline of Known Differences & Limitations for Messaging GA Release.