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Live chat and track conversations from visitors on your website within Microsoft Dynamics 365.


Starting June 1, 2021, we will begin charging a $20 monthly base fee per PowerPack add-on used in your organization. This new charge, which is in addition to your regular user-based charge, will enable HCL-PowerObjects to continue innovating new and exciting ways to enhance your Dynamics 365 experience.

PowerChat users are able to interact and track conversations with visitors to their web page, all from within Microsoft Dynamics 365. Open lead and contact records automatically when a chat begins or create a new record directly from the PowerChat window.


  • Create lead and contact records in your CRM directly from the chat window.
  • Assign PowerChat agents to specific topics or departments.
  • Invite multiple PowerChat agents to join the conversation.
  • View web page visitors in real time.
  • The Widget Designer enables users to customize chat widget
  • Response timer displays how long a visitor has been waiting for an agent to respond to a chat.
  • Live chat transcript displayed in the activity section on a record.

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Attention: Starting June 1, 2021, we will begin charging a $20 monthly base fee per PowerPack add-on used in your organization. This new charge, which is in addition to your regular user-based charge, will enable HCL-PowerObjects to continue innovating new and exciting ways to enhance your Dynamics 365 experience.


Master Import Guide
Updating a PowerPack
PowerChat Changelog
Importing a New PowerPack

The first step in getting started with any managed solution in Microsoft Dynamics CRM is to import the solution under the Solution section of CRM. To navigate to this section, you would simply go to Settings > Solutions > Select the Import button from the ribbon. This will prompt a dialog box that will walk you through the import process, which is shown below.

  1. To begin the import process navigate to Settings > Solutions in your CRM environment. 
  2. Click on the ‘Import’ icon. 
    IMPORTANT: If you do not have the proper security permissions to upload a solution you may need to contact your CRM Admin.
  3. “Browse” and select the PowerPack solution file that you have previously downloaded to your desktop, once the zip file is populated select “Next”.  
  4. The next screen will verify the details of the solution you are about to import, select “Next” to move on.
  5. On the next screen you will have to make sure that the “Enable any SDK message processing steps included in the solution” option is selected. Once this box is checked, select “Import” in the lower right corner. 
    IMPORTANT: If you do not select this checkbox the solution will not function properly.
  6. Once you have selected the import button a new dialog box will appear showing you a progress bar for the import. This step usually takes between 5–10 minutes, depending on the complexity of the solution. 
  7. Once the import has completed, you will see a screen with an overview of the import and components. Simply select close and move onto the registration process. 

Once the import has completed, double-click on the PowerPack solution you just imported from the solutions list in CRM. This will open the configuration screen of the PowerPack solution, where you can select if you'd like to register for a 30-day free trial or subscribe to the add-on.

Under the “General” section fill-in the required information, including your communication preferences, once you have completed the form select the “Submit” button which is located under the “Profile” tab of the form. 

In order to successfully register and use a PowerPack Solution you will need to agree to the terms of our License Agreement, Terms of Service and our Privacy Policy. Please note, declining the terms of use will stop all PowerPack functionality. 

Learn more about our updated Terms of Use.

Some PowerPacks require connections back to your CRM environment to process data from our cloud. If your PowerPack requires this connection, you’ll see fields for service user username and password. If that is the case, please input credentials of a user that has, at minimum, the Powerxxx Service User security role assigned. This security role includes the minimum level of access this user needs, in order for the add-on to function properly.

Note: This user cannot have two-factor, or multi-factor, authentication turned on. 

For information on using the solution please refer to the corresponding user guide.

Updating a PowerPack Solution

All of the add-ons are constantly being enhanced with awesome new features, so it's always a good idea for users to make sure their PowerPack add-on are up-to-date.

Updating an add-on is quick and easy! Simply follow these 5 steps:

  1. Download the latest solution .zip file from the respective PowerPack web page
  2. Log into CRM and navigate to Settings > Solutions
  3. Click Import and walk through the import steps. Remember to select the options to Overwrite Customizations and activate and processes upon re-import. If presented with the option to "Stage for update", leave the checkbox un-checked.
    Note: Choosing to Overwrite Customizations will only overwrite any back-end plugins that may have been updated since the previous version was installed.
  4. Once the import has completed navigate back to the solutions list and double click on the PowerPack you just imported to open the configuration. Here you may be asked to clean up the components of the solution. If prompted, select ok.
  5. Once the clean-up has completed, select Submit to re-sync your registration with the PowerObjects registration system and you are done!
PowerChat Changelog

Live chat and track conversations with visitors on your website within Microsoft Dynamics 365.

Change log

Date: 4/8/2022

- The SDK & .net framework version was updated.
- Xrm.getParentAttribute function name changed in activityGridView.js for app source package.

- Provided ability to admin user to add banner with custom message & load custom message in the designer of the widget for PowerChat.
PowerChat Dev Cloud

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Date: 2/28/2022

-JavaScript updates included in package.

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Date: 2/28/2022

-The tab focus was removed for the input field when a chat is minimized.

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Date: 11/16/2021

-Tab index added for tab focus. Expanded attribute to announce the screen reader for minimize/maximize.

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Date: 8/27/2021

-Changes made for accessibility issues.

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Date: 7/26/2021

-The PowerChat widget webpage is now compatible with accessibility standards highlighted by the "Accessibility Insights for Web" addon for Chrome.

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Date: 6/24/2021

-Updated configuration page from HTML to ASPX page, in model driven app

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Date: 6/7/2021

-Fixed issue where widget scroll was not properly set

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Date: 6/3/2021

-Fixed issue where widget scroll was not properly set

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Date: 1/27/2021

-Removed the out of the box business process flows permission
-Unchecked the entity metadata option

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Date: 11.23.2020

-Contains deprecated code changes

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Date: 3/25/2020

-Enhancement: All visitor chats are recorded even if the agent does not accept the invite from the visitor. This is useful for tracking information about visitor chats

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Date: 2/12/2020

-Updated PowerChat model driven app with link to Customer Ideas Forum (User Voice).

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Date: 12/18/2019

-Added a Method to track the signal connection state and reconnect if connection is disconnected or connection is slow

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Date: 12/12/2019

-Enhancement: Now, when a website visitor posts a new message or sends an invite to the agent, the new notification will come through, regardless of where user is in system. It will also show user the visitor name in the notification

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Date: 11/26/2019

-Model-Driven App included in V9 solution. This will make it easier to use PowerChat in the UCI. With this app, you will no longer need to add PowerPack components to the sitemap, as the PowerPacks will come with built in UCI navigation

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Date: 7/23/2019

-PowerChat is now compatible in the Dynamics 365 online UCI

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Version:, &
Date: 12/28/2018

- Updated to support TLS 1.2

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Version:, &
Date: 08/30/2018

- If agent accidentally leaves a chat, it is now saved. It's also saved every 30 seconds during the chat.

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Version:, &
Date: 07/06/2018

- Enhancement: The ability to save Visitor Info in the PowerChat Activity
- Enhancement: The ability to create a Case from the chat session like how we can create a contact or lead.

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Date: 05/29/2018

- Registration screen update, to collect communication preferences and Accept Terms & Conditions (for GDPR compliance)
- Fixed HTML markup in the canned message
- Fixed the Color of End Chat Buttons

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Version: |
Date: 05/30/2017

- Initial Release

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  • Help Desk and L1

    • Flexible Hours
    • L1 Troubleshooting
    • User Assistance Q&A
    • User Onboarding
    • Knowledge Base Maintenance
  • L2, L3, and Administrative

    • L2 and L3 Troubleshooting
    • CRM and AX Administration
    • Data Maintenance and Repair
    • Root Cause Analysis
    • Ticket Reduction Analysis
  • System Maintenance

    • Rollups, Updates, and Upgrades
    • IT Infrastructure Support Team
    • System Troubleshooting
    • Dynamics 365 Optimization
  • Change Requests

    • Release Management
    • Configuration Fixes
    • Code Fixes
    • Integration Fixes
    • Testing
    • Training
    • Deployments
  • Enhancement Requests

    • Roadmap Development
    • New Configurations
    • New Developments
    • New Integrations
    • Testing
    • Training

PowerPack Support

PowerObjects has a team of support engineers ready to help! Our PowerPack Pros are passionate about helping trial and subscribed users get the most out of their Add-ons.

User Guide

Learn more about using this PowerPack.

View User Guide


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