Multiple-provider support


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.

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 24, 2020

Feature details

For a true omnichannel experience, agents should be able to work on different channels from different providers in a unified and consistent manner. This capability helps maximize the agent capacity use for contact centers and enables Dynamics 365 customers to reach their users in channels of their choice while the agent continues to have a consistent experience.

The multi-provider support enables user-interface level integration where agents get a unified agent experience, while third-party channels are routed by respective channel providers. This allows channel providers to bring their existing routing infrastructure to coexist with Chat for Dynamics 365 Customer Service at the agent experience level.

See also

Channel Integration Framework – Support for multiple providers (docs)