Chat in Commerce with Power Virtual Agents


This content is archived and is not being updated. For the latest documentation, go to What's new or changed in Dynamics 365 Commerce. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview General availability
Admins, makers, marketers, or analysts, automatically Sep 2, 2022 Nov 4, 2022

Business value

A first-class customer support experience is key to providing a personalized and delightful commerce experience for consumers. Multiple commerce touchpoints exist today, such as physical stores, online channels, and social channels. Consumers expect a personalized support experience in all of them.

This feature will give website administrators a choice to use Power Virtual Agents as a chat bot on their e-commerce sites, without needing to use Omnichannel for Customer Service.

Feature details

Customer service functionality is now a part of Dynamics 365 Commerce. This functionality leverages the capabilities of Power Virtual Agents.

Site administrators can configure a chat widget on their e-commerce site with proactive notification capabilities based on different criteria. The chat can be invoked proactively based on different triggers such as time spent on the site, number of visits to a page, cart value, or number of items in the cart.