Configure suggested contacts for Microsoft Teams chat

  • 8 minutes

Suggested contacts appear when a representative starts a connected Teams chat. They help the representative find coworkers who have relevant experience or a relationship with the record.

For cases, Dynamics 365 Customer Service supports AI-based and rules-based suggestions. Other record types that support connected chats use rules-based suggestions.

Configure AI-based suggested contacts

AI-based suggestions identify representatives who resolved cases that are similar to the active case. The ranking considers the number and similarity of cases that a contact resolved, how recently they resolved them, and their average resolution time.

Before you enable AI-based contacts, confirm these prerequisites:

  • AI suggestions for similar cases are enabled.
  • The tenant grants permissions for enhanced Microsoft Teams integration.
  • Embedded Teams chat and connected chats are configured for cases.

To enable AI-based suggested contacts, follow these steps:

  1. In Copilot Service admin center, under Support experience, select Collaboration.
  2. In Embedded chat using Teams, select Manage.
  3. Turn on Turn on the linking of Dynamics 365 records to Microsoft Teams channels.
  4. Under Connect Teams chat to Dynamics 365 records, select Case.
  5. Under Suggest contacts, turn on AI-based suggested contacts.
  6. Save your changes.

The first data preprocessing run can take up to 24 hours.

Screenshot of AI-based suggested contacts turned on for cases in Microsoft Teams collaboration settings.

Configure rules-based suggested contacts

Rules-based suggestions identify coworkers through relationships with the connected record. For example, a rule can suggest the representative's supervisor, the customer account owner, or a coworker who added an activity to the case timeline.

  1. Under Connect Teams chats to Dynamics 365 records, select the record type.
  2. Under Suggest contacts, turn on Rules-based suggested contacts.
  3. In Update rules for suggesting contacts, reorder, disable, edit, or delete the existing rules.
  4. To add a rule, select New rule, enter a name, and choose a rule type:
    • Relational follows relationships between the connected record and a user field.
    • Custom uses custom logic that your organization provides.
  5. Save and activate the rule.

Representatives see a maximum of three contacts in each suggestion section before they select View more. Rules appear in the order that you configure.