Configure the ability to use suggested contacts

Configure the ability to use suggested contacts when starting a Teams chat.

License and role requirements

Requirement type	You must have
License	Dynamics 365 Sales Premium, Dynamics 365 Sales Enterprise, Dynamics 365 Sales Professional, or any Dynamics 365 customer engagement app license Microsoft Teams license More information: Dynamics 365 Sales pricing Microsoft Teams pricing Dynamics 365 Licensing Guide
Security roles	System Administrator More information: Predefined security roles for Sales

Turn on the suggested contacts capability for a record type

As an administrator, you can enable the suggested contacts to be displayed when a seller starts a new connected chat. It helps the sellers to quickly find the right coworkers to collaborate with.

Note

For the case record type, there are two types of contact suggestions: AI and rules-based. Other record types enabled for connected chats may only have rules-based suggestions.

1. In the Sales Hub app, select Change area in the lower-left corner, and then select App Settings.

2. Under General Settings, select Chat and collaborate.

3. Under Connect chats to Dynamics 365 records, select the record type (for example, Lead).

4. In the settings panel, turn on the Rules-based suggested contacts toggle.

   

5. In the Update rules for suggesting contacts section, reorder or disable the rules for suggesting contacts. Users will see the suggestions in the order you choose.

   • To reorder the rules, hover over a rule, and then select the up or down arrow to move the rules up or down respectively.
   • To disable a rule, hover over a rule, and then select . When the rule is disabled, is displayed when you hover over the disabled rule.

   

6. Select Save.

See also

Enable or disable Microsoft Teams chat in Sales Hub
Use Microsoft Teams chat in Sales Hub