Live chat channel
These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).
Live chat has emerged as one of the primary channels for customers to interact with support agents because of its simplicity and ease of use. Customer service centers prefer customers to connect via the live chat channel because it allows service agents to be more productive by simultaneously engaging with multiple customers.
The Live Chat channel offers several capabilities to ensure the support agents and end users can interact effectively and remain highly productive:
Quick and easy provisioning of multiple chat widgets: Create multiple chat widgets to segregate Portal users and create personalized experiences based on their profile, organizational preferences, and their location on the website.
Authenticated and unauthenticated visitor support: Identify and set up different chat experiences and interaction flows for authenticated and unauthenticated users; for example, different pre-chat questions.
Custom theming of chat widgets: Design chat widgets to match your brand using various customizations available like color, position of widget, title, subtitle, logo, and so on.
Inline conversation-based pre-chat questionnaire: Configure a pre-chat questionnaire, and show it inline in the chat widget to get user inputs and route them to appropriate agents based on the pre-chat answers.
Inline conversation-based post-chat feedback experience: Configure a post-chat questionnaire, and show it inline in the chat widget to get feedback from the user once the conversation has ended.
Configure visibility, availability, and offline surveys based on business hours: Configure business hours to hide the chat widget, show only during specific times, or show an offline survey outside business hours.
Set up proactive chat to drive customer engagement: Anticipate customer issues and address them proactively by creating rule-based triggers to create dynamic call-to-action bubbles on chat widgets. Define rules based on target audience, location, user context, and so on.
Data masking to secure sensitive information: Mask sensitive data within the conversation (credit card numbers, profane words, and so on) using data masking rules to avoid sharing sensitive information with agents, supervisors, or end users.
Chat transcripts for users: Enable customers to download and email the chat transcript at the end of the chat session.
Attachments for agents and customers: Support agents and customers can share attachments during the conversation.