Integration

livechat with microsoft dynamics integration document click here this is visible under livechat integrations > microsoft dynamics > configure active customers dashboard livechat automatically assigns customers to an agent the agent can view the chats that have been assigned to him/her in the tab “active chats” after the livechat agent and customer have connected, they can initiate the session and resolve queries the livechat agent can also send images and pdf documents if necessary voice to text functionality in case the agent is still not able to help the customer, they can choose to transfer the chat to another agent who is online they can also choose auto assign, in which case, livechat will automatically assign the session to another agent if the conversation between customer and agent is over, the agent can then end the chat by providing a closing category to the chat asynchronous chat (livechat)invite agent for group chat with a customer agents will have an option to invite another agent while interacting with the end user to solve the customer queries multiple agent in an ongoing chat livechat admin can configure the number of agents that can be added in a single chat archived chats the chat history of all the chat sessions that have been successfully completed by the agents can be viewed in the tab “archived chats” surfing chat history using next and previous buttons request in queues if the agent capacity is full for the livechat, now the agents can view & self assign waiting chats these waiting chats are sometimes getting dropped settings profile agent can view all the information provided while creating an account and who is his/her supervisor calendar agent can view the working days and work timingsgeneral settings agent can enable desktop notifications (if possible) fetching agent details from crm whenever an agent is chatting with a customer, the same customer details would automatically pop up in the crm below the livechat iframe refer the below shown demo for better understanding please note (limitations) prerequisites from client end 1\ uat server credentials (with required permissions set)2 already populated dummy customer details inside crm instance3 in case of api requirement (if retrieve data api doesn't work) we would need support from msd team if the user tries to save the configuration without providing a url we would restrict them by showing an error message presently even if the user provides an invalid environment url and saves the configuration there is no option to detect if the user has posted an invalid url and saved the configuration for this we are not displaying an "integration active" status with ms dynamics integration tile the customer details from crm won't pop up when agent connects if the customer entry is not their in the crm from before the chat session