Microsoft Dynamics CRM LiveChat Integration

Microsoft Dynamics CRM LiveChat Integration

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Contents

Overview: ...................................................................................................................................................... 3 The LiveChat "Inbound Web Communications" entity in Dynamics CRM .................................................... 3

1. The "Inbound Web Communications" Entity .................................................................................... 3 2. "Inbound Web Communications" Record ......................................................................................... 3 3. "Inbound Web Communications" Fields and Information................................................................ 4 LiveChat Configuration with pre-chat survey................................................................................................ 5 1. Web Hook Configuration................................................................................................................... 6 2. Pre-Chat Survey Configuration .......................................................................................................... 7 3. LiveChat Tags................................................................................................................................... 11 The LiveChat Dynamics CRM Integration: Chat Cycle ................................................................................. 12 Importing a Solution.................................................................................................................................... 16 Workflow Automation................................................................................................................................. 19

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Overview:

The LiveChat integration for Dynamics CRM is an application that records website interactions mediated through the LiveChat product to Dynamics CRM. This capability allows organizations to more effectively utilize information received from chats by integrating and combining it with native record types such as Leads, Contacts, and Cases, through the use of native functionality like workflows and business rules. This document serves as an implementation guide. It provides general information about the application as it is experienced in CRM as well as configuration information on the LiveChat end. This guide also includes a LiveChat cycle example.

The LiveChat "Inbound Web Communications" entity in Dynamics CRM

1. The "Inbound Web Communications" Entity

The "Inbound Web Communications" entity is a custom entity that comes as part of the LiveChat Dynamics integration. It is in this entity that each individual chat gets stored as an individual record. This means that every time a LiveChat is carried out, a new record with the relevant information (including the chat text) is created and corresponding fields filled out. The "Inbound Web Communications" entity is visible under the "Settings" menu in CRM. Selecting the entity will open the list of records. Each record corresponds to a chat that took place.

2. "Inbound Web Communications" Record

The view below displays the chats that have taken place. Each record is equivalent to one chat. By selecting an item, the information related to the chat will be visible.

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Selecting the record will reveal the chat record with all pertinent information:

3. "Inbound Web Communications" Fields and Information

The inbound web communication record is populated from the fields that are completed by a participant before starting a chat with a website agent, known as the pre-chat survey. These fields have to be setup in LiveChat as outlined in the "LiveChat Configuration" section of this document. The "Tag" field is not completed by a website visitor and is, instead, added during the course of a chat by the agent as a way to qualify the interaction. The way a chat is tagged may impact how it is eventually routed in CRM. A chat tagged as a "Lead" could be transformed into a Lead record

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in CRM. A tag such as "Support" could more appropriately be converted into a Case. This expanded capability is to be configured by the organization or an associated partner. The transcript tab of the record you will see the transcript of the conversation.

LiveChat Configuration with pre-chat survey

In order to successfully capture chats and transmit them to CRM, LiveChat must be configured through the LiveChat Settings. LiveChat Settings are usually found on the top right corner, on the user screen.

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