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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Aug 1, 2022 |
Business value
With support for Google's Business Messages channel in Omnichannel for Customer Service, businesses can now offer an expanded channel choice to their customers. This gives businesses an opportunity to engage with their customers in their own context to provide them with a seamless and personalized customer service experience.
Feature details
Google's Business Messages channel is supported with the following capabilities:
- Customers can reach out to the business through the Business Messages channel and seek support in an asynchronous nature.
- Agents can use the same unified, contextual, and productive interface to engage with customers and resolve their issues.
- Supervisors and managers can access rich reports to run the support center efficiently and effectively.