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Start a chat

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Follow these steps to start a chat:

  1. Listen to the lcw:ready event raised by a live chat to start using the live chat SDK methods. The live chat methods should be invoked after the lcw:ready event is raised. You can listen for this event by adding your own event listener on the window object.

  2. After the lcw:ready event is raised, call the startChat method to start a chat.

    To authenticate a customer when you start a chat, see Send authentication token.

    To start a chat proactively depending on various customer scenarios in your organization, see Start a chat proactively.

Sample code

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
	// Handle LiveChat SDK ready event
	// SDK methods are ready for use now
	// Initiate a chat using startChat SDK
	Microsoft.Omnichannel.LiveChatWidget.SDK.startChat();
});

window.addEventListener("lcw:error", function handleLivechatErrorEvent(errorEvent){
	// Handle LiveChat error event
	console.log(errorEvent);
});

Consider a scenario where the customer is on your portal page, and you want to start a chat after the customer has spent some time on the page. You can programmatically open the chat widget after the specified time has elapsed.

The following sample code shows how you can start a chat after the customer has been waiting for 5 minutes:

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
    // Open chat widget proactively after customer has been waiting for 5 minutes
    setTimeout(function startProactiveChat() {
        Microsoft.Omnichannel.LiveChatWidget.SDK.startChat();
    }, 300000);
});

Use custom chat button

To use a custom chat button instead of the out-of-the-box chat button, add the attribute data-hide-chat-button in the widget snippet and set its value to true. Invoke the startChat method on click of the custom UI component to start the chat.

Sample code snippet to hide the standard chat button

<script id="Microsoft_Omnichannel_LCWidget" src="<valid-src>" data-app-id="<valid-app-id>" data-org-id="<valid-org-id>" data-org-url="<valid-org-url>" data-hide-chat-button="true"></script>

See also

startChat
JavaScript API reference for Live Chat SDK
Customize chat widget
Start a chat proactively