Published by Barry Francis on the 19 of September 2018.

Content

CaféX – Live Assist

What is Live Assist?

CaféX Pricing

CaféX Live Assist Overview

Setup

Dynamics 365 Changes

Functionality

Initiating Chat

Live Chat Functionality

Live Engage

Live Engage Walkthrough

Live Engage – Pre and Post Surveys

CaféX – Live Assist

What is Live Assist?

Ever had that experience while navigating a website, that a chat window suddenly appears,  one that generally asks if we need any assistance or would like to speak to an agent. While we generally don’t pay much attention to it, when it comes to gathering more information or simply looking for quick support, this feature is quite crucial. This functionality is now available to Dynamics 365 users who wish to improve their online customer experience.

Through a joint development between Microsoft and CaféX, Live Assist is now integrated into Dynamics 365 sales and service apps, enabling new lead capturing and support functionality.

Support agents can now use this tool to start CoBrowsing sessions, audio and video calls and share documents through a single chat interaction. The best part about this is that it’s simple to setup and fully customizable without having to use any development to setup a basic design with branding.

CaféX Pricing

Before you get into how this can all be setup, you must be aware of the pricing that accompanies this product.

There is a break down structure on their website, but I will post their pricing as seen on 09/2018.

There are three subscription packages on offer, namely;

  • Core ($31 per user/per month)
  • Enhanced ($43 per user/per month)
  • Premium ($55 per user/per month)

(All based on 100 users for a one-year subscription term, pricing varying depending on the number of users and term duration)

The reason there are subscription ranges is for the functionality you can unlock within each subscription tier. You may feel you don’t need certain functionality, making another tier the better option depending on what it is you want to accomplish. Keep in mind that bot integration is only available within the enhanced and premium versions.

For more information on what BOT can do, please consult the following website.

CaféX Live Assist Overview

Setup

Whether you are attempting to setup Live Assist for trial or production purposes, here is how you do it.

Firstly, you must have an active Dynamics 365 instance, be it trial or production. Then, ensure your pop-up options allow for pop-ups to occur, if this is not set, you will be sitting with the same AppSource window waiting for something to happen.

The prerequisites to completing this setup are:

  • Dynamics 365 System administrator permissions
  • Office 365 global administrator

To begin, open the Dynamics administration center and ensure that the Portal Add-on is configured.

For more information on how to work on the portal setup, visit our blog on the Portal Add-on.

Once the portal is setup, navigate to Settings < Microsoft AppSource within Dynamics 365.

Once you’ve opened the AppSource, search for Live Assist and click on Free Trial.

This will open the CaféX window where you will need to agree to the terms of service.

Decide on the instance you wish to connect it too and agree.

After a period of time, you will receive an email with all the details associated to your trial.

Click on the link within the email and choose to login. Once authenticated, you will need to decide if you want to purchase the subscription, already purchased or wish to begin your trial.

Click on the Get Started button on the top right of your window, then click continue and copy the code snippet from the second window.

Head back to your Dynamics instance, then navigate to Portals < Web Templates and find the web template marked: Header. Open this record and paste the code snippet under the first line Assign.

Save the new insert and navigate to your portal.

There you will see the new included chat window.

Dynamics 365 Changes

When CaféX’s managed solution is installed into a Dynamics 365 instance, the following changes will take effect:

  • A new chat activity entity will be created and included into your list of activities available.

This chat activity will be created each time a new chat is initiated. It will include all information associated to the visitor; their page navigation, information, chat session id, browser information and transcript. If a post chat survey was completed, it would be found against this activity.

  • Within the contact record, a new button marked; Associate to Chat will appear. This button will allow Dynamic users the ability to assign a contact record to an active chat in progress.
  • The case entity will include a new field marked; Chat Session ID. This is to connect the case to the chat session it originated from.
  • Three new security roles will be made available, namely; Live Assist Administrator, Live Assist Agent, Live Assist Supervisor.

Also, four new entities will appear within the navigation pane under the Live Assist module.

The chat queue statistics offers live chat users the ability to view statistics like average available slots, average queue size, number of chats abandoned, start and end times.

The Supervisor console is your link to Live Engage. This is discussed later in more detail.

The administrator portal will open a link to your CaféX portal where you can login and manage users and subscriptions.

Settings is a record that stores links, users associated to Live Assist and your account number.

Functionality

The purpose of this section is to explore the functionality that CaféX offers potential subscribers.

Initiating Chat

When a chat window is opened from the portal, a notification will show on the right-hand side of Dynamics 365.

Once clicked on, the person who opened the chat window will be notified who grabbed the chat and can begin to start a conversation.

Alternatively, if you are within the Live Engage window, a push notification will appear on the bottom right of your screen notifying you that there is a new chat awaiting interaction.

When the conversation starts, all the following information will be made available to the agent:

  • Pre-Chat survey (navigation history)
  • Visitor information
    • City
    • Device
    • Browser
    • Country
  • Chat Information
    • Waiting time
    • Requested On
    • Started On
    • Requested From
    • Escalated On
  • Device information
  • Navigation history
    • Links to the pages the visitor has visited

If the agent is taking longer than expected to respond, an automatic “I’ll be right with you” is sent through to the visitor.

Live Chat Functionality

Before we get into the functionality, there are a few details that must presented, namely:

  • Every message that is sent by the visitor is analysed in order to prevent any harmful script from being executed on the agent’s side. This means that any chat engagement from the visitor is sent in plain text, meaning hyperlinks are also not hyperlinked, but seen in plain text.
  • This is not the same for the visitor, any links sent via the chat window will be hyperlinked as they may be links to knowledge base articles or download locations.
  • There is a 1000 limitation on the number of characters each agent chat can contain, while the visitor is limited to 2000 characters per chat message.
  • Live Chat is mobile friendly, meaning if a visitor interacts with your portal from a mobile device, the live chat window will be mobile friendly.

The functionalities available to the visitor are:

  • Email transcript
  • Print transcript
  • Mute
  • End conversation

Once the conversation has ended, a Thank you window will show up and the history of the chat will remain until the window is closed. The only functionality available after the chat has ended is the ability to print the transcript. No further chat inputs will be allowed, and the initiator will be forced to close the chat window if they wish to proceed.

The functionalities available to the agent are:

  • File Transfer
  • Click to End Conversation
  • Toggle Call Options

Which then allows for

  • Start an audio call
  • Start a video call
  • Start CoBrowse

If the agent wishes to send a file via the chat, they will select this button, find the file they wish to transfer and choose to open it.

Once done, a message will be sent to the visitor who can then accept the file transfer and download it locally.

If an audio or video call is initiated, a window will pop-up on the agent’s side and a request to join will be sent to the visitor.

Within the chat window, each user will be able to:

  • Mute/unmute their microphone
  • Start/stop video
  • Configuration settings
  • Close the window and end the audio/video call.

Within the configuration settings, the visitor will be able to set a name, set their default language, set their default microphone, camera, adjust volume and apply these settings.

For CoBrowse, if the agent chooses to initiate it, a window on the visitor’s side will appear prompting for a CoBrowse session.

The agent will then have a separate window open which will show the visitors current screen.

The options available to the operator are:

  • Interact with the remote screen

This allows the agent to click on the visitor’s screen and navigate via mouse click or keyboard inputs.

  • Highlight an area

This will produce a red ripple effect on both the agent and visitors screens to highlight a certain area.

  • Annotate remote screen

To ‘scribble’ or highlight on the visitor’s screen, select this option and use either a red pen or highlighter.

  • Clean annotations
  • Push File

Push through a file

  • End CoBrowse

Functionality associated with Dynamics 365 includes:

  • Knowledge base interaction
  • Chat activity interaction
  • Create

When an agent clicks on the knowledge base button, they will be taken to the knowledge base search screen where they can check the current Dynamics 365 knowledge base for an article that matches their search criteria.

They will not be able to drag these articles into the chat but can copy the content and paste it as it’s not publicly available.

If the agent chooses to view the chat activity record, they will see all the details associated to the current chat

These gives a holistic view on the current chat in terms of visitor page navigations, information on the visitor and other details.

If the agent chooses the Create button, the agent can quickly create a new case, lead or opportunity by default.

If you wish to add entities to your Create function, please consult the following website.

Live Engage

Live Engage Walkthrough

For supervisors who wish to view who is online, current web visitors and web history; they can use the Live Engage window provided by CaféX. To view this page, navigate to Live Chat < Supervisor Console.

There you will have access to the following:

  • Visitors
    • Web Visitors
    • Web history
    • Agents
  • Campaigns
  • Users
    • Skills
    • Profiles
    • Agent Groups

Under visitors you will be able to see who is currently interacting with the portal Live Chat is connected too.

By selecting the visitor, you will be able to view both the campaign information and visitor information associated to that visitor.

Under web history you will be given a historical view into both the chat and visitor history.

If you choose to export to CSV or JSON, you will be able to download the full chat history for every item in the web history view.

Under agents you will have insight into each of the agents you currently utilize within the business as well as their current state details.

For each state, there is a state duration, so you can determine how long that agent has been in that associated state.

There is a also filter button available within this view to filter on a selected state should you need to.

Under Campaigns you will be able to setup specific targets, engagement skills and goals for any chat interactions.

By selecting the default published campaign or creating a new campaign, you can:

  • Add/edit campaign goal(s)
  • Set target audience(s)
  • Set campaign time frame
  • Add engagement(s) (can set the type of chat formats like sticky, embedded, overlay, toaster, slide-out and peeling corner, its size, channel and use case(s))
  • Edit existing engagements

I would always suggest interacting with the existing campaign and see what types of chat customization’s best suit your portal or USD.

Under users you will be able to manage

  • Users
    • Roles
    • Profile pictures
    • Employee IDs
    • Max number of live chats
    • Nickname
  • Skills
  • Profiles (administrator, agent, agent manager and campaign manager by default)
  • Agent groups (which can be either parent or child groups)

Under Visitors – web visitors and Campaigns, there is a small drop-down icon on the top left of the screen under the Live Assist ribbon.

There you can view analytic reporting for each of the above.

Filters like time and skills can be applied to filter the analytics.

Live Engage – Pre and Post Surveys

If you would like to gather details before a chat starts, you can initiate a pre-chat survey. You can also initiate a post chat survey to get a feel of the level of service the agent has given during the chat.

To begin, access the Live Engage console by logging into Dynamics 365, then navigating to Live Assist < Supervisor Console. Once logged in, click on Campaigns on the top of the window and click on your active campaign engagement.

Under the Engagement Window, hover over it and select edit.

Because you cannot edit the default engagement window, you have to create your own to enable pre and post chat surveys.

Choose to Add New. Select the Views drop down list and enable pre and/or post surveys.

Once enabled, select the survey you’ve enabled to begin editing the survey page.

You can use existing survey pages by selecting the Survey List button and selecting from the list of surveys. You can also select the setting button to enable/disable the survey from taking place after non-interactive chats.

On the right of the window form editor you will have a view into the mobile format the survey taker will see.

Once completed, click on the Save button on the bottom right of the window to save the new window. For every new window you create and set as the default (Actions button on the engagement window library screen), you have to un-publish the active campaign, then republish for the new window to take effect.

An example of a pre-survey.

An example of a post survey.

For each survey taken, a record of each survey submission will be stored in the chat activity in Dynamics 365.