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.

Enables organizations to engage users by automatically inviting them to a chat conversation based on the configured rules. Organizations can use end-user data, user journey information, time spent on web page, and more to decide when to proactively engage customers through chat. Organizations can control the proactive chat experience using personalized trigger messages and configurable rules to define the target audience, time frame, and target location.


Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat(notificationUIConfig: notificationUIConfigObject, showPrechat, { inNewWindow: inNewWindowValue });


Parameter Type Required Description
notificationUIConfig Object Yes Allows you to pass UI configurations for proactive chat notification. This object lets you customize the notification, including the message to be displayed.
showPrechat Boolean No Boolean flag to indicate whether prechat is shown if configured for the widget. The default value is true.
inNewWindow Boolean No Decides whether to open the chat in a new window. This parameter resides within an options object.


If no message is provided in notificationUIConfig object, then the default message, that is, Hi! Have any questions? I'm here to help gets displayed.

Return Value



window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
                    notificationUIConfig: {message: "Hi! How are you doing today? Do you wish to start a chat?"},
                            inNewWindow: true

See also

JavaScript API reference for live chat SDK