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Live Assist for Microsoft Dynamics 365

The Award-winning Omni-channel customer experience solution.·lad365.cba-gbl.com

Live Assist for Microsoft Dynamics 365 (LAD365) is an omnichannel customer engagement solution that works directly inside Microsoft Dynamics 365, letting agents communicate with customers through chat, audio, video calls, and co-browsing. It uses AI-driven intent analysis and generative AI responses to automate and personalize customer interactions across many messaging channels. The solution is aimed at organizations such as financial institutions, insurers, healthcare providers, automotive companies, call centers and governments that need integrated customer support inside their CRM.

What it's for

Real-time audio and video customer support directly from a website or app without pluginsCo-browsing sessions to help customers navigate a site, fill in forms, or complete a purchaseAI-driven intent analysis and generative AI responses to customer inquiriesMultichannel messaging support across social and messaging platformsAsynchronous messaging letting customers start, pause, and resume conversationsAgent workload tracking and skills-based conversation routing

Features 17

Agent lookup and transfer
Audience behavior tracking
Audio & Video calling (WebRTC)
Co-browsing
Conversation Builder
Enriched AI Responses
File Sharing
Full Conversation History
Generative AI intent analysis and knowledge base search
Intent Manager & Analysis
Multiple queues or skills-group routing
Native integration with Microsoft Dynamics 365
Real-time tracking of agent workload and shift
Resumable (asynchronous) conversations
Secure & Data Compliant messaging
Support for multiple messaging channels (Facebook Messenger, WhatsApp Business, Instagram, Twitter, LINE, Viber, WeChat Business, Apple Business Chat, Google Business Messages, Twilio SMS)
Unified Service Desk (USD) integration

At a glance

free trial

TypeWeb app

DeploymentCloud

PlatformsWeb

CompanyCommunication Business Avenue Inc · 2006

Integrations

Google Business MessagesApple Business ChatUnified Service Desk (USD)LINETwitterViberMicrosoft Dynamics 365WeChat BusinessWhatsApp BusinessInstagramTwilio SMSFacebook Messenger

Complianceself-reported

Privacy Mark CertificationISO/IEC 27001:2013

Pricing

No fixed prices are published; the vendor offers a custom quote based on required features and integrations.