Introduction to the chat channel

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.


Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

Chat is a widely desired channel through which customers prefer to reach customer support. Customers appreciate being able to chat with human agents when self-service options don’t allow them to solve their own issues.

Dynamics 365 Customer Service offers full featured, first-party chat capabilities for agents to support customers. Chat transcripts from Copilot Studio or other live agents and pre-conversation survey data transfers to live agents to maintain full context of the customer issue as it moves between channels and people. Agents can help customers in the language of their choice with real-time translation, and escalate to voice and video if a visual demonstration and audio are needed to help customers. Features like quick replies, whisper, barge, consult, and transfer to other agents ensure agents can handle any workflow while chatting with customers.

A chat widget lets your customers connect with your customer service agents and resolve their queries quickly.

You'll learn how to:


The chat widget requires session storage and local storage to be functional in your customers’ browsers. Make sure to notify your customers to enable cookies in their browsers so these services can work properly.


Microsoft automatically collects data to improve the reliability and performance of our products and to understand how the products are being used. This information is used to make improvements to the product capabilities over time. The live chat widget in Chat for Dynamics 365 collects telemetry automatically from end users to serve the same purposes.

A few examples of data collected by the live chat widget are as follows.

Data Example value
OrganizationId 8e9071c2-4415-47aa-b1cb-693631e7fafb
Chat Widget Version prod
BrowserName Edge
OSName Windows
Scrubbed IP Address (last octet redacted)

No personally identifiable information (PII) is collected.

If your organization is concerned about the data collected by this service, you have the option to turn off automatic data collection by adding an html attribute to the chat widget script.

"data-enable-telemetry" = "false"


To view videos on Omnichannel for Customer Service, see Videos.

Next steps

Add a chat widget