msdyn_liveconversation Entity 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.

Tracks the interactions between the agents and customer

Added by: Omnichannel – Base Solution

Messages

Message	Web API Operation	SDK Assembly
Assign	PATCH [org URI]/api/data/v9.1/msdyn_liveconversations(msdyn_liveconversationid) Update ownerid property.	AssignRequest
Create	POST [org URI]/api/data/v9.1/msdyn_liveconversations See Create	CreateRequest or Create
Delete	DELETE [org URI]/api/data/v9.1/msdyn_liveconversations(msdyn_liveconversationid) See Delete	DeleteRequest or Delete
GrantAccess	GrantAccess Action	GrantAccessRequest
IsValidStateTransition	IsValidStateTransition Function	IsValidStateTransitionRequest
ModifyAccess	ModifyAccess Action	ModifyAccessRequest
Retrieve	GET [org URI]/api/data/v9.1/msdyn_liveconversations(msdyn_liveconversationid) See Retrieve	RetrieveRequest or Retrieve
RetrieveMultiple	GET [org URI]/api/data/v9.1/msdyn_liveconversations See Query Data	RetrieveMultipleRequest or RetrieveMultiple
RetrievePrincipalAccess	RetrievePrincipalAccess Function	RetrievePrincipalAccessRequest
RetrieveSharedPrincipalsAndAccess	RetrieveSharedPrincipalsAndAccess Function	RetrieveSharedPrincipalsAndAccessRequest
RevokeAccess	RevokeAccess Action	RevokeAccessRequest
SetState	PATCH [org URI]/api/data/v9.1/msdyn_liveconversations(msdyn_liveconversationid) Update statecode and statuscode properties.	SetStateRequest
Update	PATCH [org URI]/api/data/v9.1/msdyn_liveconversations(msdyn_liveconversationid) See Update	UpdateRequest or Update

Entity Properties

Property	Value
CollectionSchemaName	msdyn_liveconversations
DisplayCollectionName	Ongoing conversations
DisplayName	Ongoing conversation
EntitySetName	msdyn_liveconversations
IsBPFEntity	False
LogicalCollectionName	msdyn_liveconversations
LogicalName	msdyn_liveconversation
OwnershipType	UserOwned
PrimaryIdAttribute	msdyn_liveconversationid
PrimaryNameAttribute	msdyn_subject
SchemaName	msdyn_liveconversation

Writable attributes

These attributes return true for either IsValidForCreate or IsValidForUpdate (usually both). Listed by SchemaName.

• ImportSequenceNumber
• msdyn_activeagentassignedon
• msdyn_activeagentid
• msdyn_cdsqueueid
• msdyn_channel
• msdyn_closedon
• msdyn_createdon
• msdyn_customer
• msdyn_customerIdType
• msdyn_customersentimentlabel
• msdyn_escalationcount
• msdyn_initiatedon
• msdyn_liveconversationId
• msdyn_liveworkstreamid
• msdyn_modifiedon
• msdyn_oclastsessionid
• msdyn_queueid
• msdyn_startedon
• msdyn_statecode
• msdyn_statuscode
• msdyn_statusupdatedon
• msdyn_subject
• msdyn_title
• msdyn_transfercount
• msdyn_workstreamworkdistributionmode
• OverriddenCreatedOn
• OwnerId
• OwnerIdType
• statecode
• statuscode
• TimeZoneRuleVersionNumber
• UTCConversionTimeZoneCode

ImportSequenceNumber

Property	Value
Description	Sequence number of the import that created this record.
DisplayName	Import Sequence Number
Format	None
IsValidForForm	False
IsValidForRead	True
IsValidForUpdate	False
LogicalName	importsequencenumber
MaxValue	2147483647
MinValue	-2147483648
RequiredLevel	None
Type	Integer

msdyn_activeagentassignedon

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when last agent was assigned to the conversation
DisplayName	Active Agent Assigned On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_activeagentassignedon
RequiredLevel	None
Type	DateTime

msdyn_activeagentid

Property	Value
Description	Last agent assigned to the conversation
DisplayName	Active Agent
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_activeagentid
RequiredLevel	None
Targets	systemuser
Type	Lookup

msdyn_cdsqueueid

Property	Value
Description	Unique identifier for Queue associated with Conversation.
DisplayName	Queue
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_cdsqueueid
RequiredLevel	None
Targets	queue
Type	Lookup

msdyn_channel

Added by: Omnichannel - Base Patch Solution

Property	Value
Description	The channel(s) in the conversation.
DisplayName	Channel
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_channel
RequiredLevel	None
Type	MultiSelectPicklist

msdyn_channel Options

Value	Label
19241000	Microsoft Teams
192300000	WhatsApp
192310000	LINE
192320000	WeChat
192330000	Facebook
192340000	SMS
192350000	Entity Records
192350001	Twitter
192350002	Custom
192360000	Live chat
192370000	Voice
192380000	Video
192390000	Co-browse
192400000	Screen sharing

msdyn_closedon

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when conversation was closed
DisplayName	Closed On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_closedon
RequiredLevel	None
Type	DateTime

msdyn_createdon

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when conversation was created
DisplayName	Created On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_createdon
RequiredLevel	None
Type	DateTime

msdyn_customer

Property	Value
Description	Customer associated to the conversation
DisplayName	Customer
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_customer
RequiredLevel	None
Targets	account,contact
Type	Customer

msdyn_customerIdType

Added by: Active Solution Solution

Property	Value
Description
DisplayName
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_customeridtype
RequiredLevel	None
Type	EntityName

msdyn_customersentimentlabel

Property	Value
Description	Customer Sentiment Label powered by Sentiment Service
DisplayName	Customer Sentiment
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_customersentimentlabel
RequiredLevel	None
Type	Picklist

msdyn_customersentimentlabel Options

Value	Label
0	N/A
7	Very negative
8	Negative
9	Slightly negative
10	Neutral
11	Slightly positive
12	Positive
13	Very positive

msdyn_escalationcount

Property	Value
Description	Number of times conversation was escalated to Supervisor i.e. transferred to Supervisor
DisplayName	Escalation Count
Format	None
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_escalationcount
MaxValue	2147483647
MinValue	0
RequiredLevel	None
Type	Integer

msdyn_initiatedon

Property	Value
DateTimeBehavior	UserLocal
Description	Time when conversation was initiated
DisplayName	Initiated On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_initiatedon
RequiredLevel	None
Type	DateTime

msdyn_liveconversationId

Property	Value
Description	Id of this ongoing conversation record
DisplayName	OngoingConversationId
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_liveconversationid
RequiredLevel	SystemRequired
Type	Uniqueidentifier

msdyn_liveworkstreamid

Property	Value
Description	Work stream associated to the conversation
DisplayName	Work stream
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_liveworkstreamid
RequiredLevel	None
Targets	msdyn_liveworkstream
Type	Lookup

msdyn_modifiedon

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when conversation was last modified
DisplayName	Modified On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_modifiedon
RequiredLevel	None
Type	DateTime

msdyn_oclastsessionid

Property	Value
Description	Last agent session
DisplayName	Last session Id
FormatName	Text
IsLocalizable	False
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_oclastsessionid
MaxLength	100
RequiredLevel	None
Type	String

msdyn_queueid

Property	Value
Description	Unique identifier for msdyn_omnichannelqueue associated with Conversation
DisplayName	Queue
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_queueid
RequiredLevel	None
Targets	msdyn_omnichannelqueue
Type	Lookup

msdyn_startedon

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when conversation was started
DisplayName	Started On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_startedon
RequiredLevel	None
Type	DateTime

msdyn_statecode

Property	Value
Description	State of the conversation record
DisplayName	State
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_statecode
RequiredLevel	None
Type	Picklist

msdyn_statecode Options

Value	Label
0	Open
1	Active
2	Waiting
3	Closed
4	Wrap-up

msdyn_statuscode

Property	Value
Description	Reason for the status of Ongoing conversation record
DisplayName	Status Reason
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_statuscode
RequiredLevel	None
Type	Picklist

msdyn_statuscode Options

Value	Label
1	Open
2	Active
3	Waiting
4	Closed
5	Wrap-up

msdyn_statusupdatedon

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when conversation status was last modified
DisplayName	Status Updated On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_statusupdatedon
RequiredLevel	None
Type	DateTime

msdyn_subject

Property	Value
Description	Subject associated with the conversation record
DisplayName	Subject
FormatName	Text
IsLocalizable	False
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_subject
MaxLength	200
RequiredLevel	ApplicationRequired
Type	String

msdyn_title

Property	Value
Description	Conversation Title
DisplayName	Title
FormatName	Text
IsLocalizable	False
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_title
MaxLength	100
RequiredLevel	None
Type	String

msdyn_transfercount

Property	Value
Description	Number of times the conversation was transferred
DisplayName	Transfer Count
Format	None
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_transfercount
MaxValue	2147483647
MinValue	0
RequiredLevel	None
Type	Integer

msdyn_workstreamworkdistributionmode

Added by: Omnichannel - Base Patch Solution

Property	Value
Description	Work distribution mode of the associated work stream
DisplayName	Work distribution mode
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_workstreamworkdistributionmode
RequiredLevel	None
Type	Picklist

msdyn_workstreamworkdistributionmode Options

Value	Label
192350000	Push
192350001	Pick

OverriddenCreatedOn

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time that the record was migrated.
DisplayName	Record Created On
Format	DateOnly
IsValidForForm	False
IsValidForRead	True
IsValidForUpdate	False
LogicalName	overriddencreatedon
RequiredLevel	None
Type	DateTime

OwnerId

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the user or team who owns the conversation record.
DisplayName	Owner
IsValidForForm	True
IsValidForRead	True
LogicalName	ownerid
RequiredLevel	SystemRequired
Targets	systemuser,team
Type	Owner

OwnerIdType

Added by: Active Solution Solution

Property	Value
Description	Owner Id Type
DisplayName
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridtype
RequiredLevel	SystemRequired
Type	EntityName

statecode

Property	Value
Description	Status of the Ongoing conversation record
DisplayName	Status
IsValidForCreate	False
IsValidForForm	True
IsValidForRead	True
LogicalName	statecode
RequiredLevel	SystemRequired
Type	State

statecode Options

Value	Label	DefaultStatus	InvariantName
0	Open	1	Open
1	Active	2	Active
2	Waiting	3	Waiting
3	Closed	4	Closed
4	Wrap-up	5	Wrap-up

statuscode

Property	Value
Description	Reason for the status of Ongoing conversation record
DisplayName	Status Reason
IsValidForForm	True
IsValidForRead	True
LogicalName	statuscode
RequiredLevel	None
Type	Status

statuscode Options

Value	Label	State
1	Open	0
2	Active	1
3	Waiting	2
4	Closed	3
5	Wrap-up	4

TimeZoneRuleVersionNumber

Property	Value
Description	For internal use only.
DisplayName	Time Zone Rule Version Number
Format	None
IsValidForForm	False
IsValidForRead	True
LogicalName	timezoneruleversionnumber
MaxValue	2147483647
MinValue	-1
RequiredLevel	None
Type	Integer

UTCConversionTimeZoneCode

Property	Value
Description	Time zone code that was in use when the record was created.
DisplayName	UTC Conversion Time Zone Code
Format	None
IsValidForForm	False
IsValidForRead	True
LogicalName	utcconversiontimezonecode
MaxValue	2147483647
MinValue	-1
RequiredLevel	None
Type	Integer

Read-only attributes

These attributes return false for both IsValidForCreate or IsValidForUpdate. Listed by SchemaName.

• CreatedBy
• CreatedByName
• CreatedByYomiName
• CreatedOn
• CreatedOnBehalfBy
• CreatedOnBehalfByName
• CreatedOnBehalfByYomiName
• ModifiedBy
• ModifiedByName
• ModifiedByYomiName
• ModifiedOn
• ModifiedOnBehalfBy
• ModifiedOnBehalfByName
• ModifiedOnBehalfByYomiName
• msdyn_activeagentidName
• msdyn_activeagentidYomiName
• msdyn_cdsqueueidName
• msdyn_customerName
• msdyn_customerYomiName
• msdyn_liveworkstreamidName
• msdyn_queueidName
• OwnerIdName
• OwnerIdYomiName
• OwningBusinessUnit
• OwningTeam
• OwningUser
• VersionNumber

CreatedBy

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the user who created the Ongoing Conversation.
DisplayName	Created By
IsValidForForm	True
IsValidForRead	True
LogicalName	createdby
RequiredLevel	None
Targets	systemuser
Type	Lookup

CreatedByName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdbyname
MaxLength	100
RequiredLevel	None
Type	String

CreatedByYomiName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

CreatedOn

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when the Ongoing Conversation was created.
DisplayName	Date Created
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	createdon
RequiredLevel	None
Type	DateTime

CreatedOnBehalfBy

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the delegate user who created the Ongoing Conversation.
DisplayName	Created By (Delegate)
IsValidForForm	True
IsValidForRead	True
LogicalName	createdonbehalfby
RequiredLevel	None
Targets	systemuser
Type	Lookup

CreatedOnBehalfByName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdonbehalfbyname
MaxLength	100
RequiredLevel	None
Type	String

CreatedOnBehalfByYomiName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdonbehalfbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

ModifiedBy

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of user who last modified the Ongoing Conversation.
DisplayName	Modified By
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedby
RequiredLevel	None
Targets	systemuser
Type	Lookup

ModifiedByName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedbyname
MaxLength	100
RequiredLevel	None
Type	String

ModifiedByYomiName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

ModifiedOn

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when Ongoing Conversation was last modified.
DisplayName	Last Updated
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedon
RequiredLevel	None
Type	DateTime

ModifiedOnBehalfBy

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the delegate user who last modified the Ongoing Conversation.
DisplayName	Modified By (Delegate)
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedonbehalfby
RequiredLevel	None
Targets	systemuser
Type	Lookup

ModifiedOnBehalfByName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedonbehalfbyname
MaxLength	100
RequiredLevel	None
Type	String

ModifiedOnBehalfByYomiName

Added by: Active Solution Solution

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedonbehalfbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

msdyn_activeagentidName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_activeagentidname
MaxLength	200
RequiredLevel	None
Type	String

msdyn_activeagentidYomiName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_activeagentidyominame
MaxLength	200
RequiredLevel	None
Type	String

msdyn_cdsqueueidName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_cdsqueueidname
MaxLength	200
RequiredLevel	None
Type	String

msdyn_customerName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_customername
MaxLength	4000
RequiredLevel	None
Type	String

msdyn_customerYomiName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_customeryominame
MaxLength	4000
RequiredLevel	None
Type	String

msdyn_liveworkstreamidName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_liveworkstreamidname
MaxLength	100
RequiredLevel	None
Type	String

msdyn_queueidName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_queueidname
MaxLength	100
RequiredLevel	None
Type	String

OwnerIdName

Added by: Active Solution Solution

Property	Value
Description	Name of the owner
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridname
MaxLength	100
RequiredLevel	SystemRequired
Type	String

OwnerIdYomiName

Added by: Active Solution Solution

Property	Value
Description	Yomi name of the owner
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

OwningBusinessUnit

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the business unit that owns the Ongoing Conversation.
DisplayName	Owning Business Unit
IsValidForForm	False
IsValidForRead	True
LogicalName	owningbusinessunit
RequiredLevel	None
Targets	businessunit
Type	Lookup

OwningTeam

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the team that owns the Ongoing Conversation.
DisplayName	Owning Team
IsValidForForm	False
IsValidForRead	True
LogicalName	owningteam
RequiredLevel	None
Targets	team
Type	Lookup

OwningUser

Added by: Active Solution Solution

Property	Value
Description	Unique identifier of the user that owns the Ongoing Conversation.
DisplayName	Owning User
IsValidForForm	False
IsValidForRead	True
LogicalName	owninguser
RequiredLevel	None
Targets	systemuser
Type	Lookup

VersionNumber

Added by: Active Solution Solution

Property	Value
Description	Version Number
DisplayName	Version Number
IsValidForForm	False
IsValidForRead	True
LogicalName	versionnumber
MaxValue	9223372036854775807
MinValue	-9223372036854775808
RequiredLevel	None
Type	BigInt

Many-To-One Relationships

Each Many-To-One relationship is defined by a corresponding One-To-Many relationship with the related entity. Listed by SchemaName.

• msdyn_msdyn_liveworkstream_msdyn_liveconversation
• msdyn_msdyn_omnichannelqueue_msdyn_liveconversation

msdyn_msdyn_liveworkstream_msdyn_liveconversation

See msdyn_liveworkstream Entity msdyn_msdyn_liveworkstream_msdyn_liveconversation One-To-Many relationship.

msdyn_msdyn_omnichannelqueue_msdyn_liveconversation

See msdyn_omnichannelqueue Entity msdyn_msdyn_omnichannelqueue_msdyn_liveconversation One-To-Many relationship.

Related information

Introduction to Omnichannel for Customer Service
Developer guide for Omnichannel for Customer Service