Administration Guides

Technical

• Apple Messages for Business—Skill Routing
• Chat Transcript Storage in Dynamics
• Platform and Browser Support
• Live Assist for Dynamics 365—Regional Availability

General Administration

• Upgrading to the latest version of Live Assist
• Preserving Dependencies During a Live Assist Upgrade
• Migrating from Sandbox to Production
• Best Practices to Avoid Dependency Issues
• Auto-Disable Agent Policy
• Installing and enabling Live Assist for USD

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Installation and Dynamics Integration

• Installed CRM Package Details
• User Permissions on Dynamics
• Service Access Control
• Provisioning Emails

Purchase & Billing

• What is 'cost per interaction billing'?
• CPI Billing Dashboard
• How to set up and use your Billing Portal
• Where can I see my account details?
• Buying and adding a subscription
• Will the customer receive a single invoice?

Live Assist Admin Portal

• Switching between multiple tenants
• Configure Features
• How to Log in to the Admin Portal
• Regional URLs for Access to the Admin Portal
• How to create a Live Assist User
• How to Assign Live Assist Licenses to your Organization

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Reporting Administration

• The Analytics Builder for Messaging
• Tools To Measure Your Success
• Customer Satisfaction Scoring with MCS
• Real-time Operational Reporting
• View the Engagement History

Troubleshooting

• Engagement Portal Profile Faults
• Enabled Agents unable to access Agent Widget or Administrators unable to manage Admin Portal
• Agent Widget is not loading, or remains blank
• Issues installing Live Assist into existing extended USD environments
• Finding your Account Number
• New Case, Lead or Opportunity is not Associated with Chat Activity

See all 14 articles