# Internal Live Chat in MDA Hi, my Friends, Today, I'll discuss repurposing the **Live Chat** in **Omnichannel**, typically used for external clients on websites/portals, for internal support like IT Helpdesk. Let's explore how to adapt this channel for internal teams efficiently. You can imagine that: If a Sales user encounters issues while using the Sales Hub, they can quickly seek assistance by using the Live Chat widget. This feature enables them to open a chat box directly within the system and communicate with the IT support team or another agent for immediate help. ## Using Teams Chat within the Sales Hub At this point, May you think we use the **Teams chats inside D365CE?** It's a great solution.\ In this way, you can link the current record to the chat. However, you must select a specific user that will help you.

So, let's think with me about using the Routing feature for our internal users.\ Picture this: the user hits up the Live Chat widget with a question, and the system will send it to the right person who's best suited to answer. That's why, I think this case might be useful to leverage **Omnichannel's Live Chat.** ## Using Live Chat in Sales Hub App I will scribe some simple steps to add the Live Chat widget to the **Sales Hub** app.

**Configure Work Stream and Live Chat channel** Begin adding the Live Chat widget to the Model Driven app (**Sales Hub app**), we must configure 2 essential components - **Work Stream** and **Live Chat channel** ### Create Work Stream In this article, I do not explain in detail about the Work Stream and how to use the Routing Rules. I just input this step for the necessary configuration.

### Create a Live Chat Channel In this article, I do not explain in detail the Live Chat configuration. And see you in another session for discussion later.

After completing the configurations, I can now integrate the **Live Chat widget** into the Sales Hub app using the provided **Live Chat channel** code snippet. ### Add Live Chat widget to Sales Hub app Step to add the Live Chat widget in the Sales Hub.

{% tabs %} {% tab title="Step 1" %} Create the **Web resource** with the type **HTML.** First of all, we must create the HTML file based on the **Code snippet** of the **Live Chat channel.** **Note**: *Using the code snippet of the Live Chat channel, you should input the addition tag \ for this code.* {% code title="My sample HTML" overflow="wrap" lineNumbers="true" %} ```html ``` {% endcode %} Create the HTML web resource component - **"Live Chat Widget".**

{% endtab %} {% tab title="Step 2" %} Once the Web resource for the live chat widget is completed, then you edit the **Sales Hub** **app** and add **\[+New Page]** >> select **Web Resource.**

... after that, check the Sales Hub app designer mode:

Okay... I finished the configuration. :tada: I will check on the Sales Hub app now. :relaxed: {% endtab %} {% endtabs %} ## Checking now I will run testing now. In my testing, I have login two apps with two users. * **Omnichannel for customer service:** login by my user "Dũng Nguyễn Trung" - I'm an **Agent** and received the live chat conversation from internal users. * **Sales Hub:** login by internal user **"Tester 1" - who will submit the live chat.**

... Omnichannel Ongoing Conversation analytics

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