Customize, extend the conversation entity
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2023 |
Business value
The standard conversation entity isn't customizable and, therefore, can't meet the business needs of several customers across industries. Customers want to include extra information and display it to their agents. Without the flexibility to customize, agents will have to do additional steps or switch windows to view the information, which affects their productivity. To support functions beyond Customer Service like Sales, we now allow customers to link the conversation entity with other entities like leads and opportunities or any other custom entity.
Feature details
Administrators can now customize the Conversation entity in the following ways:
- Create custom fields, views, and charts.
- Associate a conversation with a lead, opportunity, or any other entity enabled for activity.
See also
Customize the conversation table for your business needs (blog)
Customizations supported by the Conversation table and form (docs)