Configure channels in Dynamics 365 Contact Center
At a glance
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Level
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Skill
Configure every customer-facing channel in Dynamics 365 Contact Center. Set up chat widgets, digital messaging, Teams, and custom channels. Provision the voice channel with Teams Phone and PSTN connectivity. Apply advanced settings for conversation lifecycle, message templates, outbound messaging, and third-party telephony. Then extend the voice channel with intelligent Copilot Studio agents that resolve issues before escalation, supporting multiple languages and legally compliant call recording.
Prerequisites
- Completion of the Implement an AI-powered contact center with Dynamics 365 learning path, or equivalent experience with workstreams, queues, and unified routing
- Familiarity with Copilot Studio agent authoring, including topics and trigger phrases
- Microsoft Teams with Teams Phone configured and PSTN connectivity (for voice channel modules)
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Modules in this learning path
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.
Voice is still the channel customers reach for when the stakes are high—a billing dispute, a service outage, a problem they couldn't solve any other way. In this module, you build the voice channel from the ground up. You connect Teams Phone to Dynamics 365 Contact Center, configure workstreams and queues that route every call to the right representative, set up inbound and outbound calling profiles, integrate an external IVR system, and use analytics and conversation intelligence to turn call data into coaching opportunities.
After the initial setup of channels and routing, a well-configured contact center requires fine-tuning to run efficiently. In this module, you configure the advanced settings that control how conversations behave, how representatives interact with customers, and how your organization collects and acts on feedback. You also learn how to extend Dynamics 365 with third-party telephony through the Channel Integration Framework.
Voice agents can resolve issues before a representative is needed — and when escalation is required, hand off with full context so customers never have to repeat themselves. In this module, you learn to choose the right orchestration model, customize agent behavior with variables and SIP headers, support customers in multiple languages, and configure call recording that meets legal requirements.