Reach customers first with proactive engagement in Dynamics 365 Contact Center

  • Module
  • 6 Units
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365
Microsoft Copilot Studio

Configure proactive engagement in Dynamics 365 Contact Center to initiate outbound voice calls and SMS messages. Set up outbound workstreams for voice and SMS, choose engagement types (AI-led or representative-led) and dialing modes, configure proactive campaigns with audience sourcing, routing, outcomes, reattempts, and frequency limits, and monitor campaign performance with the proactive engagement dashboard.

Learning objectives

After completing this module, you will be able to:

  • Describe proactive engagement and identify scenarios where outbound voice and SMS campaigns add value
  • Set up outbound workstreams for voice and SMS channels, and select the appropriate engagement type and dialing mode
  • Configure proactive engagement campaigns with audience sourcing, routing, outcomes, reattempt logic, and frequency limits
  • Enable and use the proactive engagement dashboard to monitor delivery metrics and optimize campaigns

Prerequisites

  • Basic understanding of Dynamics 365 Contact Center concepts and navigation
  • Access to Copilot Service admin center with administrator privileges
  • Familiarity with the voice and SMS channels, workstreams, and queues in Dynamics 365 Contact Center
  • A provisioned voice channel with outbound calling enabled, or a provisioned SMS channel
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