Prerequisites for Transitioning to the Live Assist Messaging Solution

The topics in this section provide information on the prerequisites for transitioning from the existing integration of Live Assist Live Chat with Anthology Reach to the Live Assist Messaging solution for existing customers.

Important: The changes must be first done on the sandbox environment, and after testing the changes should be updated in the production environment.

  1. Review the Live Assist Customizations

    By default, no customizations are done in Live Assist for integrating with Anthology Reach. However, if customers have made their own customizations in the Live Assist components, identify the customizations using the following steps:

    1. Login to the Dynamics 365 environment as an Administrator.

    2. Navigate to Advanced Settings > Settings > Customizations > Solutions.

    3. Select Live Assist for Microsoft Dynamics and review the components for customizations.

  2. Handle Dependencies (for detailed steps, see the Live Assist Documentation)

    • It is recommended to use Microsoft RetrieveDependenciesForUninstallRequest SDK to find dependencies and remove any dependencies on Live Assist if there are any specific customizations.

    Note: If a customer has created extensive customizations and have dependencies related to Live Assist, contact the Live Assist professional services team for assistance.

  3. Ensure that the Live Assist Package Version and Anthology Reach are as follows:

    • Live Assist Package Version is 3.5.4.0 or higher.

    • Anthology Reach 2024.4.0

      The Anthology Reach Live Assist widget released with the Anthology Reach 2024.4.0 release is compatible with both the legacy Live Chat solution and the new Messaging solution.

    Note: The environment upgrades will be handled by Anthology DevOps as part of the Anthology Reach 2024.4.0 upgrade.

  4. If the customer is using Unified Service Desk (USD), ensure the USD version is 4.1.1.1397 or above.

    Note: Anthology Reach does not provide USD support.

  5. Place a Request to Live Assist Assist Support for Live Assist Solution

    Place a request to the Live Assist support to re-enable the Messaging solution on your account.