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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Embed live chat for Dy...
Customer experience | Sales, Customer Insights,...
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Embed live chat for Dynamics Sales?

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Posted on by Pasek 7

Hi, I was wondering if there is a way to implement live chat onto our website that syncs with dynamics. I saw that Dynamics Customer Service offers this option with the embed tag with html. Is there a method to implement this with sales or something similar? Thank You.

  • Suggested answer
    Inogic Profile Picture
    Inogic 438 on at
    Embed live chat for Dynamics Sales?
    Hi Pasek,

    Yes, you can implement live chat on your website that syncs with Dynamics 365 Sales. When integrating live chat with Dynamics 365 CRM, ensure real-time synchronization of customer data and chat logs for easy access to past interactions. The solution should offer automatic case creation, customizable branding, and robust reporting. It must also comply with security standards, be scalable, support multiple communication channels, and be user-friendly for both agents and customers to ensure smooth performance as your business grows.
     
    As part of our strategy to develop an Omnichannel suite within Microsoft Dynamics 365 CRM, we aim to empower organizations to seamlessly connect and engage with their customers through Live Chat, WhatsApp Business, and Text SMS

    Using Inogic’s LiveChat4Dynamics you can seamlessly integrate live chat functionality into your website while syncing all interactions with Dynamics 365 Sales, allowing your sales team to engage with website visitors in real-time and capture valuable lead information directly within Dynamics.
     
    Unlike the HTML embed tag provided by Dynamics Customer Service, LiveChat4Dynamics takes a sales-focused approach to enhance customer engagement, boost conversions, and streamline the sales process. It offers real-time synchronization and efficient management of all conversations, making it an ideal solution for Dynamics 365 CRM users looking to improve customer interactions.
     
    With LiveChat4Dynamics you can:
    • Enable real-time engagement with website visitors via live chat for immediate assistance and enhanced user experience.
    • Receive instant notifications within Dynamics 365 CRM for incoming live chats, ensuring prompt responses and improved customer interaction.  
    • Track and manage all live chat sessions directly within Dynamics 365 CRM for seamless integration and comprehensive visibility.
    • Automatically capture live chat interactions as real-time records in Dynamics 365 CRM, converting them into leads, accounts, opportunities, or cases for efficient follow-up and management.
    Elevate your customer support by integrating live chat with Dynamics 365 CRM using LiveChat4Dynamics from Inogic. This solution enables you to manage conversations, track interactions in real-time, and enhance response times—all within your CRM.

    You can easily install the LiveChat4Dynamics app directly from Inogic website. To explore its full capabilities, schedule a demo and enjoy a free 15-day trial. For more information or a live demo, contact us at crm@inogic.com.
     
    Thanks,
    Sam
  • Suggested answer
    Goloknath Profile Picture
    Goloknath 1,805 User Group Leader on at
    RE: Embed live chat for Dynamics Sales?

    Hi, 

    As my previous colleague mentioned ideally sales executives use teams chat feature but still if you want you can try Microsoft Relationship Sales as per Microsoft Licensing guide. Snapshot attached as under-

    pastedimage1673600324994v1.png

    D365 Customer Service is leveraging additional product Omnichannel for Customer service.

    If still confusion I would recommend to check with Microsoft regional Sales Executive for more clarity. Please mark as verified, If this helps. Thanks!

    Regards,

    Goloknath

  • Verified answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,393 User Group Leader on at
    RE: Embed live chat for Dynamics Sales?

    Hi Peter,

    Yes, it is possible to implement live chat onto your website that syncs with Dynamics 365. One way to do this is through the use of Dynamics 365 Live Chat functionality, which is part of the Dynamics 365 Customer Service module. This allows you to embed a live chat widget on your website, which can be used to connect customers with customer service agents.

    The Dynamics 365 Live Chat widget can be embedded on your website using an HTML embed code, which can be found in the Live Chat configuration settings in the Dynamics 365 Customer Service module.

    Another option is to use a third-party live chat software that integrates with Dynamics 365, such as LivePerson, Olark, or Tawk.to. These softwares allows you to add a live chat widget to your website and route the chats to agents in Dynamics 365, this way you can track the chat conversations, history and also customer information.

    You can also use Dynamics 365 Sales to manage the live chat interactions and create opportunities, cases, and leads, by using the Dynamics 365 Sales integration with the third-party live chat software.

    It's important to note that depending on your specific use case, you may need to customize the solution to meet your requirements.

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Embed live chat for Dynamics Sales?

    Hi Pasek,

    Sales are typically communicated using teams,

    and you can also add chat messages to Dynamics 365 records:

    https://learn.microsoft.com/en-us/dynamics365/sales/teams-integration/add-chat-d365

    Sales does not currently have an out-of-the-box live chat feature,

    so please look for help from third-party software if you must need it.

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