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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.
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
Dynamics 365 supports several scenarios to extend Omnichannel for Customer Service. You can integrate third-party telephony systems and custom channels.
The following table shows the SKUs that correspond with each experience.
| Experience | Customer Service Enterprise | Chat for Dynamics 365 Add-on | Digital Messaging Add-on |
|---|---|---|---|
| Telephony (via third-party providers) | Yes | Yes | Yes |
| Web chat | - | Yes | Yes |
| Social channels, including Facebook Messenger, Teams, SMS, and WhatsApp | - | - | Yes |
| Custom chat and messaging channels via Direct Line | - | - | Yes |
Note
SMS requires other third-party subscriptions.
Embed other tools in Omnichannel for Customer Service
Telephony
You can integrate a third-party telephony system. For example, in a contact center, you can bring the soft phone provider of your choice directly into the agent experience. This telephony integration ensures that the system handles incoming and outgoing voice calls in a single agent experience, and it passes all the necessary data between the telephony system and Dynamics 365.
Dynamics 365 Channel Integration Framework 2.0 provides APIs to integrate your telephony channel with multisession web experiences (Omnichannel for Dynamics 365 Customer Service). These APIs allow the telephony channel to show notifications for an incoming conversation with relevant information, start new sessions for conversations, and open application tabs as needed. More information: Dynamics 365 Channel Integration Framework 2.0
Other messaging channels
You can integrate your line-of-business (in-house), social, and other messaging channels with Omnichannel for Customer Service. This integration is primarily done by configuring a custom messaging channel via Direct Line. After integration, you can use unified routing to automatically assign work items (conversations) to customer service representatives on these custom channels.
Direct Line allows custom channels to be brought into Omnichannel for Customer Service by using the Microsoft Bot Framework. To bring in a custom channel, you can set up a Direct Line connection through the Azure Bot Service (which incurs Azure charges), and then bring that Direct Line AI agent into Omnichannel for Customer Service. More information: Configure a custom messaging channel
Related information
Bring your own custom messaging channel: Direct Line bot
Connect a bot to Direct Line
Dynamics 365 Channel Integration Framework 2.0