Commerce chat features overview

By integrating the Microsoft Dynamics 365 Omnichannel for Customer Service and Power Virtual Agents applications with Dynamics 365 Commerce e-commerce websites, businesses can empower their online shoppers through chat capabilities. This article provides an overview of the Commerce chat features that are available to online shoppers when Omnichannel for Customer Service and Power Virtual Agents are integrated with Dynamics 365 Commerce e-commerce websites.

Omnichannel for Customer Service

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service. It enables organizations to instantly connect and engage with their customers via channels such as live chat, voice, and Short Message Service (SMS). For more information about Omnichannel for Customer Service, see Introduction to Omnichannel for Customer Service. For information about how to integrate Omnichannel for Customer Service with a Dynamics 365 Commerce e-commerce website, see Commerce chat with Omnichannel for Customer Service module.

Power Virtual Agents

Power Virtual Agents lets you create powerful AI-powered chatbots for a range of requests. For more information about Power Virtual Agents, see Power Virtual Agents overview. For information about how to integrate Power Virtual Agents with a Dynamics 365 Commerce e-commerce website, see Commerce chat with Microsoft Power Virtual Agents.

Note

Power Virtual Agents is already included in Omnichannel for Customer Service. If you require both virtual agent (chatbot) and live agent capabilities, use Omnichannel for Customer Service.

Additional resources

Commerce Chat with Omnichannel for Customer Service module

Commerce Chat with Power Virtual Agents module

Commerce chat module proactive chat parameters