Define workstreams in Dynamics 365 Contact Center
In Dynamics 365 Contact Center, workstreams define what kind of work is entering the contact center and which rules apply to it. A workstream acts as a container that connects channels, routing logic, and work assignment settings for a specific type of work, such as messaging conversations, voice calls, or records.
While queues determine where work waits, workstreams determine how work is processed before it is routed and assigned.
Purpose of workstreams
Workstreams help organizations:
- Group similar types of work under a shared set of rules
- Apply consistent classification, prioritization, and routing logic
- Manage work across channels in a scalable and repeatable way
By defining workstreams, organizations can ensure that interactions of the same type are handled consistently, regardless of the specific channel they originate from.
Workstreams and channels
Each workstream is associated with a specific channel type, and it can apply to one or more channels of that type. For example, multiple chat entry points can share the same messaging workstream so that all conversations follow the same routing and assignment rules.
Common workstream types include:
- Messaging workstreams - Used for live chat, SMS, social messaging, and Microsoft Teams conversations
- Voice workstreams - Used for inbound phone calls
- Record workstreams - Used for records such as cases and emails
This structure allows organizations to manage different interaction types independently while maintaining a unified routing approach.
Workstreams and routing logic
Workstreams work closely with unified routing to control how work is classified and assigned. When a work item enters a workstream, classification rules can enrich it with additional information—such as required skills or priority—which routing logic then uses to determine where the work should go next.
In this way, workstreams provide the context that routing capabilities need to make intelligent assignment decisions.
Why workstreams matter
By using workstreams as part of work allocation, Dynamics 365 Contact Center helps organizations:
- Maintain consistent handling of similar interactions
- Scale routing logic across multiple channels and entry points
- Support intelligent, AI‑assisted routing decisions
Workstreams are a key link between queues and routing capabilities and play a critical role in managing the flow of work through the contact center.