Teams integration

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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.

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Provide your agents with best-in-class business process automation, collaboration, and communication with Microsoft Teams embedded in Dynamics 365 Customer Service. Conversations in embedded Teams are linked directly to Customer Service records, enabling a contextual experience.

In 2022 release wave 1, we're improving embedded Microsoft Teams with Dynamics 365 data integration, AI-suggested contacts, and AI-generated conversation summaries for agents.