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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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1. Web Hook Configuration The Web Hook configuration handles the piece of the integration that allows LiveChat to send

data to CRM. In order to enable the Livechat integration web hook, go to INTEGRATIONS >

Webhooks, then select “Add a webhook.”

Once selected, configure the webhook by selecting “chat ends” under Event, and “chat,”

“visitor” and “pre_chat_survey” under Data type. For field Target URL, the following URL must

be entered: https://mapping.crmdynamics.ca/webhook/livechat:

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These steps make up the configuration settings for the LiveChat webhook.

2. Pre-Chat Survey Configuration The Pre-Chat Survey presents a web visitor with a set of fields that they complete in order to

initiate a live chat. It is important to accurately name these fields in order for the information to

be properly populated in CRM.

To configure the Pre-Chat Survey, return to the settings menu on LiveChat. The Pre-Chat survey

configuration is under the “CHAT WINDOW” menu.

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In order for the LiveChat integration to work properly, the fields that mirror the “Inbound Web

Communications” entity in CRM must be created. LiveChat offers native fields that we will use to

match CRM fields, and to make starting a chat an easy process for a web visitor. First off, ensure

that “Enable pre-chat survey” is selected as well as “Show pre-chat survey after greeting.” Fields

can be added by selecting the native fields from the menu on the right.

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The first field to insert in the pre-chat survey is First Name. To create this field, select the

“Name” field from the menu of fields on the right. The labels on the fields can be edited when

first added to the pre-chat survey.

Also note that there is an option for every field to be required in order to initiate the chat. What

is selected for this field does not impact the integration’s chat recording function, but the

information in the record’s information fields (Name, Last name, etc.) will reflect whether or not

the pre-chats survey fields were completed.

If the Name field is not marked as required on the pre-chat survey and a visitor does not fill it in,

it will send to the CRM as “.” instead of being blank. This can trigger a renaming workflow to

mark any of those records as “unknown” and can be updated manually afterwards.

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Furthermore, the native E-mail field should be added, along with Phone, Last Name, and

Company. The last three mentioned (Phone, Last Name and Company) can be created by

selecting the “Question” field in LiveChat and editing it so that the label matches.

The above instructions cover the pre-chat survey settings for CRM Dynamics’ LiveChat

integration.

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3. LiveChat Tags The LiveChat tags are used to categorize records created from conversations online. These tags

allow for the routing of records according to what the chat is about, and they are set up under

the Tags section under “Agent Tools.”

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The LiveChat Dynamics CRM Integration: Chat Cycle

The following chat example outlines the core properties and functionality of the LiveChat integration for

Dynamics CRM. The LiveChat integration for Dynamics CRM provides a way to harness LiveChat features

in order to retain information and feed it to Dynamics in a way that is simple, clear and configurable

beyond initial capability.

Scenario:

1. The user arrives at your website and engages the LiveChat window. Note that you are able to

configure LiveChat to greet visitors automatically in the LiveChat Settings. The screenshot below

depicts an automatic greeting.

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2. Selecting the option to chat, “Chat Now” reveals the pre-chat survey. The pre-chat survey fields

will appear; the asterisk indicates whether information is required or not (this can be configured

in LiveChat settings.

3. The LiveChat agent will then be prompted to chat with the visitor through the LiveChat interface.

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4. The agent can then proceed to help the visitor and gain the understanding needed to properly

categorize the interaction.

5. Once the reason for the LiveChat is understood, the LiveChat agent tags the chat that will be

carried through to Dynamics CRM.

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6. After this simple process the tag will be associated with the chat record in Dynamics CRM.

7. The “Inbound Web Communications” record will contain all the information from the LiveChat

once the conversation is closed.

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8. The newly created record will contain all the information from the chat; including the tag it has

received. The tag is meant to be an easy way to trigger automated functions in CRM.

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Importing a Solution

To import a solution (.zip file provided), navigate to Settings > Solutions, and select Import.

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Browse for the file, then click Next.

Continue through the wizard to Import. Once complete, remember to Publish All Customizations.

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Workflow Automation Increase system automation by adding workflows that are triggered off LiveChat communications tagged as Leads or Cases.

To create a workflow, you need to access the Processes section, either by going to the Customizations section in your Settings or Processes.

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Create a new Process.

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Give your process a name, category = workflow, and the entity is Inbound Web Communications (where your LiveChat communications go).

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Add a description and click on the “Condition” link

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Select the entity Inbound Web Communication, and field Tag.

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Type the same Tag label as configured in LiveChat, eg. sales, or lead.

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Add as many Tags as set up in LiveChat for the entity you would like the record to be created in.

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Select and group your tags with “Group OR” or “Group AND” as per your requirements.

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Click Save and Close.

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Add a step, and select the action to “Create Record”

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Add a description and select the entity you would like to create a record in, and click “Set Properties”

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Select the field(s) you would like to auto-populate.

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Click ‘Save and Close’

Similarly, multiple conditions can be set to create records in different entities. Please ensure all your LiveChat Tags are covered if you’d like

records to be automatically created for them.

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Save, and then Activate.

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For example, a chat comes in and is tagged as lead, which is sent to Dynamics CRM:

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The workflow automatically creates a Lead record in your system:

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