Omnichannel for Customer Service app deprecation and migration FAQ

This article contains commonly asked questions about the deprecation of the Omnichannel for Customer Service agent-facing app and migrating to Customer Service workspace.

Is the Omnichannel for Customer Service add-in product deprecated?

No. The add-in product isn't deprecated. One of the agent-facing apps that carries the same name as the add-in is deprecated.

Why is the Customer Service workspace app replacing Omnichannel for Customer Service?

Continued investment in two multisession apps that are at feature-level parity limits our ability to deliver new features for customers.

Is the omnichannel feature being deprecated?

No, omnichannel is a platform feature you access through applications. One of those applications for agents, Omnichannel for Customer Service, is deprecated.

What does deprecation mean?

Deprecation means that Microsoft stopped investing in a feature or app after the deprecation date. In this case, the Omnichannel for Customer Service app is deprecated as of April 1, 2023.

Is the Omnichannel for Customer Service app still supported post-deprecation?

Yes, support is available until June 2024.

What is the end-of-support date?

End of support for the Omnichannel for Customer Service app is planned for June 2024.

Since Omnichannel for Customer Service is no longer being invested in, what app should I use?

You can use the Customer Service workspace app, which has feature-level parity with the Omnichannel for Customer Service app.

Do I need a different license to access the Customer Service workspace app?

No, you don't need a different license. The Customer Service workspace app is available with your current licensing.

Does my functionality stop when I move from the Omnichannel for Customer Service app to the Customer Service workspace app?

No, the two applications are at feature parity.

How do I manage the Customer Service Workspace app?

You can manage Customer Service workspace in the Customer Service admin center app, which is also used to manage Omnichannel for Customer Service.

How do I move my Omnichannel for Customer Service app configurations to the Customer Service workspace app?

To migrate your Omnichannel for Customer Service app configuration to Customer Service workspace, follow the steps in the migration guide.

Can I continue to use the Omnichannel for Customer Service app?

Yes, you can, but we recommend you move to Customer Service workspace. Omnichannel for Customer Service is supported until June 2024. More information: Enable the Omnichannel for Customer Service app and disable the Customer Service workspace app