Configure chat and digital channels in Dynamics 365 Contact Center

  • Module
  • 8 Units
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365

Today's customers expect to reach organizations on the channels they already use — WhatsApp, SMS, web chat, or a proprietary in-app platform. In this module, you configure these channels in Dynamics 365 Contact Center. You set up WhatsApp and SMS channels, build and customize a live chat widget with pre-chat surveys and custom context passing, extend the chat experience using the Live Chat SDK and mobile SDKs, and create a fully custom channel through the Messaging API. Every channel feeds into the same unified routing engine, giving your team a single workspace to handle every conversation.

Learning objectives

After completing this module, you'll be able to:

  • Identify available channel types and the common provisioning pattern for enabling channels
  • Configure digital messaging channels including WhatsApp and SMS
  • Configure and embed the live chat widget with pre-chat surveys and custom context passing
  • Extend the chat experience using the Live Chat SDK, authentication, and mobile SDKs
  • Configure a custom messaging channel using the Messaging API

Prerequisites

  • Basic understanding of Dynamics 365 Contact Center concepts and navigation
  • Access to Copilot Service admin center with System Administrator or Omnichannel Administrator role
  • Familiarity with workstreams and queues in Dynamics 365 Contact Center
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