Use embedded Teams chat in Customer Service

  • 6 minutes

After an administrator configures embedded Teams chat, representatives can collaborate from a Dynamics 365 record without leaving the application.

Open a supported record, such as a case, and select the Teams chats and channels integration icon. In Copilot Service workspace, you can also open Teams chat from the productivity pane.

The chat pane organizes conversations into these sections:

  • Chats connected to the record lists chats that are associated with the open record and include the current representative.
  • Suggested contacts lists coworkers recommended through AI-based or rules-based suggestions.
  • Other chats lists recent Teams conversations that the representative can connect to the record.

Start a connected chat

To start a chat from a case, follow these steps:

  1. Open the case and then open the Teams chat pane.
  2. Select New connected chat.
  3. Enter a participant's name or select a suggested contact.
  4. Review the optional introduction note and record context.
  5. Select Start chat.

Screenshot of the new connected chat option in the embedded Microsoft Teams chat pane.

When AI-based suggestions are enabled, the participant list includes a Resolved similar cases section. Each suggested contact can include a link to the most relevant similar case and a confidence score. The score reflects factors such as case similarity, recency, resolution volume, and average resolution time. Select the similar case link to review why the contact might be able to help.

Screenshot of a suggested contacts list with coworkers who resolved similar cases and contacts related to the record.

Rules-based contacts appear separately and reflect the relationships that an administrator configured. You can select contacts from both sections or enter other participant names.

Connect and join existing chats

To associate a recent conversation with the record, select the chat in Other chats, and then connect it to the record. Only connect chats whose participants should have the record context.

If Join chat is enabled for the record type, an authorized representative who wasn't an original participant can join a connected chat. This capability supports case transfers and escalations because the new case owner or subject matter expert can review the existing collaboration and continue the conversation.

Some Teams integration capabilities don't support guest accounts or cross-tenant access. If a representative signs in as a guest or works across tenants, embedded chat might be unavailable.