Summary
In this module, you learned how to configure chat and digital channels in Dynamics 365 Contact Center, from the foundational channel provisioning pattern through advanced customization.
You started with an overview of channels, understanding the channel types available in Dynamics 365 Contact Center and the four-step provisioning pattern that all channels follow. You also reviewed the licensing requirements for different channel types.
You configured digital messaging channels, setting up WhatsApp through Azure Communication Services, including the Advanced Messaging prerequisites, ACS resource configuration, webhook exchange, workstream setup, and message template configuration for the 24-hour messaging window. You also configured SMS using both Azure Communication Services and Twilio, and reviewed the setup requirements for other social channels.
You configured the chat channel end to end—creating the chat widget, embedding it on websites and portals, configuring pre-chat surveys for information gathering, and passing custom context from your website to give representatives immediate customer context.
You explored advanced chat settings including the Live Chat SDK for custom widget development, authentication for identifying signed-in customers, native mobile app support through the Contact Center Messaging SDK, and real-time translation for multilingual conversations.
Finally, you configured a custom messaging channel using the Messaging API, learning the adapter architecture, webhook configuration, and design considerations for connecting proprietary messaging platforms to your contact center.