Sales engagement


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Sales. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.


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

The sales engagement capabilities (formerly known as Sales accelerator) in Dynamics 365 Sales allow your sellers to engage with their customers in the smartest way possible, through AI-driven insights about their customer relationship and conversations, and through tools that help accelerate and standardize the selling process. These tools help sellers to maintain a healthy relationship with their customers and have an impactful conversation with them.

The following sales engagement capabilities are planned for this release wave:

  • Engage a bot for the initial customer outreach so that only good-quality leads reach the sellers at the right time, thus saving precious time for the sellers.
  • While you’re on a call with a customer, get insights and tips based on past interactions with the customer and communicate effectively based on the suggestions.
  • With conversation intelligence support extended for third-party telephony providers, you get seamless insights irrespective of the call provider you’re using.
  • Prepopulate emails based on the content you frequently use while drafting emails, such as self-introduction and product details, thus reducing the time spent preparing emails.
  • A host of enhancements around sequences, including sequence step visibility, sequence performance, custom templates, step loops, multiple sequences assignment, personalization, automated replies, and more.
  • Improvements to sales accelerator through enhanced worklist items, up next widgets, and better performance, personalization, and ease-of-use capabilities.
  • Send and receive customer communication through SMS and get real-time notifications for incoming SMS.