Live chat SDK Reference

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

The following JavaScript methods can be used to do various operations with the live chat widget of Omnichannel for Customer Service.

Methods

Method	Description
setContextProvider	Sets the context provider for live chat channels. The context provider function, when invoked, returns the context to be used for initializing a chat session.
getContextProvider	Retrieves the currently set custom context provider, if any.
removeContextProvider	Removes the currently set custom context provider, if any.
setAuthTokenProvider	Sets the authentication token provider.
getAuthTokenProvider	Gets the currently set authentication token provider, if any.
removeAuthTokenProvider	Removes the currently set authentication token provider, if any.
startChat	Opens an existing chat, if any. Otherwise, it initiates a new chat. You can use the customContext parameter in the method to directly pass the context to initialize the chat session
startProactiveChat	Enables organizations to engage users by automatically inviting them to a chat conversation based on the configured rules.
closeChat	Ends the conversation between the agent and customer. Any browser cache related to the conversation is also deleted.
getAgentAvailability	Retrieves the agent availability for a queue based on the routing rules. The omnichannel developer can use this API to determine whether the start conversation option should be visible to the customer and also for displaying information such as wait time and position in queues.

Events

Event	Description
lcw:ready	This event is raised when the live chat SDK is ready to use.
lcw:error	This event is raised in case an error occurs during the lifetime of a chat.For information about error codes and error messages, see the Error code reference for Omnichannel for Customer Service.
lcw:startChat	This event is triggered when a chat is started.
lcw:closeChat	This event is triggered when a chat is closed.
lcw:chatQueued	This event is raised when the chat conversation is created and started.
lcw:chatRetrieved	This event is raised when the system retrieves an ongoing chat conversation from cache after a page is reloaded or opened on another tab.
lcw:onClose	This event is triggered when the customer engaged on the chat widget closes the widget.
lcw:onMinimize	This event is triggered when the customer engaged on the chat widget minimizes the widget.
lcw:onMaximize	This event is triggered when the customer engaged on the chat widget maximizes the widget.
lcw:onMessageReceived	This event is triggered when the chat widget gets a new message.
lcw:onMessageSent	This event is triggered when a customer engaged on the chat widget sends a new message.
lcw:threadUpdate	This event is raised by live chat when an agent ends a conversation.
lcw:getAgentAvailability	This event is raised when the getAgentAvailability method returns a successful response.

See also

Omnichannel for Customer Service for developers