Chat for Dynamics 365


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.


These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Chat for Dynamics 365 has emerged as one of the primary channels for customers to interact with support agents because of its simplicity and ease of use. Customer service centers prefer customers to connect via Chat for Dynamics 365 because it allows service agents to be more productive by simultaneously engaging with multiple customers.

Chat for Dynamics 365 offers several capabilities to ensure the support agents and end users can interact effectively and remain highly productive:

  • Quick and easy provisioning of multiple chat widgets: Create multiple chat widgets to segregate Portal users and create personalized experiences based on their profile, organizational preferences, and their location on the website.

  • Authenticated and unauthenticated visitor support: Identify and set up different chat experiences and interaction flows for authenticated and unauthenticated users; for example, different pre-chat questions.

  • Custom theming of chat widgets: Design chat widgets to match your brand using various customizations available like color, position of widget, title, subtitle, logo, and so on.

  • Inline conversation-based pre-chat questionnaire: Configure a pre-chat questionnaire, and show it inline in the chat widget to get user inputs and route them to appropriate agents based on the pre-chat answers.

  • Data masking to secure sensitive information: Mask sensitive data within the conversation (credit card numbers, profane words, and so on) using data masking rules to avoid sharing sensitive information with agents, supervisors, or end users.

  • Attachments for agents and customers: Support agents and customers can share attachments during the conversation.