Omnichannel Live Chat for Dynamics 365

Name: Omnichannel Live Chat for Dynamics 365
Brand: ECOSIRE
SKU: livechat-dynamics-365

Recursos Principais

Embeddable website live-chat widget (lightweight JS snippet) that opens a session to a managed real-time gateway and streams into Dynamics 365 CE / Dataverse

In-CRM agent console as a model-driven app page — agents reply without leaving Dynamics, no separate Omnichannel agent app or extra USL licensing

Custom Chat Conversation and Chat Message tables in Dataverse, written via the Web API (OData v4) so all data is native and reportable

Auto-creation of Lead or Case on chat start via Power Automate flow or a registered Dataverse plug-in on the execution pipeline

Pre-chat survey to capture name, email, intent, and to match an existing Contact/Account before the conversation begins

Routing and queue assignment using configurable rules — round-robin, skill/intent-based, or by business unit

Canned/quick responses library agents insert with a keystroke

Full chat transcripts written back to the record timeline as a Note (annotation) and activity, keeping history inside CRM

Dedicated security roles and field-level security so only authorized agents see conversations and customer PII

Online/offline agent presence and a fallback that captures a lead when no agent is available

Contact/Account de-duplication on capture using Dataverse alternate keys and email match

Deployed as a managed solution promoted sandbox -> production, with optional staged delivery via Power Platform pipelines

Feito sob encomenda, pronto para você

Sem configuração por conta própria — um app funcional criado, instalado e com suporte da ECOSIRE.

Você faz o pedido

Comece com um preço único de desenvolvimento. Definimos o escopo com você no início.

Nós criamos e instalamos

A ECOSIRE cria, configura e instala no seu Dynamics 365 Business Central.

No ar + suporte

Você entra no ar em cerca de 2–4 semanas, com um período de suporte pós-lançamento.

Sobre este Produto

Omnichannel Live Chat for Dynamics 365 gives service and sales teams a real website live-chat channel without the cost and complexity of full Dynamics 365 Customer Service Omnichannel licensing. ECOSIRE builds, installs, and supports this as a per-tenant solution on your own Dataverse environment — not an anonymous AppSource download.

A lightweight JavaScript chat widget embeds on your website and opens a WebSocket/long-poll session to a managed gateway. Each conversation is written into Dataverse through the Web API (OData v4), so agents work entirely inside a model-driven app: a custom Chat Conversation table, a real-time agent console page, and timeline-bound activities. A pre-chat survey captures name, email, intent, and (where present) an existing Contact or Account, so conversations land pre-qualified.

When a chat starts, a Power Automate flow or plug-in (registered on the Dataverse plug-in execution pipeline) auto-creates a Lead or Case, applies your routing rules, and assigns to the correct queue and agent. Canned responses speed replies; the full transcript is written back as a Note/annotation and timeline post on the related record, so nothing lives outside CRM. Security is enforced with dedicated security roles and field-level security, and background reconciliation runs as a scheduled flow.

Because it is a per-tenant build, ECOSIRE tailors tables, routing logic, survey fields, and widget styling to your process, then deploys to your sandbox first and promotes a managed solution to production. There is an honest delivery lead time — typically 2 to 4 weeks depending on routing complexity — after which ECOSIRE provides installation, knowledge transfer, and ongoing support. No invented AppSource link, no fabricated metrics: a working channel, built for your tenant.

O que você ganha

Per-tenant Dynamics 365 / Dataverse solution (managed) containing the Chat Conversation/Message tables, model-driven agent console page, security roles, and routing logic

Embeddable chat widget JavaScript snippet plus the managed real-time gateway configuration for your domain(s)

Power Automate flows and/or registered plug-ins for Lead/Case auto-creation, routing, queue assignment, and transcript write-back

Pre-chat survey form configured with your fields and Contact/Account matching logic

Deployment to your sandbox environment first, then promotion of the managed solution to production

Documentation, admin handover, and agent knowledge-transfer session, plus an agreed post-go-live support window

Para quem é isso

Customer Service Lead

Wants website visitors to reach agents instantly and have every chat logged as a Case on the timeline — without paying for full Customer Service Omnichannel and Digital Messaging add-on licenses for every agent.

Sales / Inside-Sales Manager

Needs website chats to become qualified Leads in Dynamics with the pre-chat survey data attached, routed to the right rep by territory or product interest, so no inbound interest is lost.

Dynamics 365 / Power Platform Administrator

Responsible for the tenant and wants a clean per-tenant managed solution with proper security roles, sandbox-first deployment, and native Dataverse tables — not an opaque third-party app holding customer data outside CRM.

Como Omnichannel Live Chat for Dynamics 365 se compara

Critério	ECOSIRE	Construção personalizada	Concorrente
Website live-chat widget streaming into Dynamics CE	Incluído	Suporte parcial	Incluído
Works without Omnichannel / Digital Messaging add-on licensing	Incluído	Incluído	Não incluído
Chat data stored natively in your own Dataverse tables	Incluído	Incluído	Suporte parcial
Auto Lead/Case creation + queue routing tailored to your rules	Incluído	Suporte parcial	Suporte parcial
Built, installed, and supported on your tenant by the vendor	Incluído	Não incluído	Suporte parcial
Pre-chat survey with Contact/Account de-duplication	Incluído	Suporte parcial	Suporte parcial
Per-tenant customization of tables, routing, and branding	Incluído	Incluído	Não incluído
Sandbox-first managed-solution deployment	Incluído	Suporte parcial	Suporte parcial

Perguntas frequentes sobre Omnichannel Live Chat for Dynamics 365

How long until it is live, and how is it delivered?

This is build-to-order, not an instant AppSource install. After we confirm your routing rules, survey fields, and branding, typical delivery is 2 to 4 weeks depending on complexity. We build in our environment, deploy the managed solution to your Dynamics sandbox for testing, then promote to production. ECOSIRE handles installation, configuration, and handover on your own tenant.

Do we need Customer Service Omnichannel or Digital Messaging licenses?

No. This is the point of the product. It uses standard Dataverse tables, the Web API, security roles, and a model-driven agent page that any user with a Dynamics 365 Customer Service or Sales license (and appropriate roles) can use. You avoid the Omnichannel/Digital Messaging add-on USL cost. You do need a Dataverse-backed Dynamics 365 environment to deploy into.

How are ongoing support and updates handled?

Because it is installed as a per-tenant managed solution on your environment, ECOSIRE supports it directly. We offer a post-go-live support window included with the build, and ongoing support or change requests (new routing rules, extra survey fields, new flows) on a retainer or per-change basis. Microsoft platform updates to Dataverse and model-driven apps are backward-compatible; we re-test against major releases on request.

Where is the chat data stored — is it inside Dynamics?

Yes. Conversations and messages are written into custom Dataverse tables in your own tenant via the Web API, and transcripts are posted to the related Lead/Case timeline as Notes and activities. The managed real-time gateway only relays the live session; the system of record is your Dataverse, so you keep full ownership, reporting, and GDPR control.

Can the widget match an existing customer and de-duplicate records?

Yes. The pre-chat survey captures email and intent, and on capture we match against existing Contacts/Accounts using Dataverse alternate keys and email lookup. If a match is found the conversation links to that record instead of creating a duplicate; if not, a new Lead (or Contact) is created. Matching logic is configured to your rules during the build.