📢 Dynamics 365 Contact Center - Microsoft MVP - Award winning industry expert focused on native and integrated Microsoft Contact Centres 🤖
🆕 Dynamics 365 Contact Center – Use messaging APIs to manage customer chat conversations New message (MC1143714) issued through Microsoft 365 Admin Center on the 28th August. Microsoft are announcing the ability to use messaging APIs to manage customer chat conversations in Dynamics 365 Contact Center. 📅 This feature will reach general availability on September 30, 2025. 💡 How does this affect me? This feature enables the use of messaging APIs to control and manage customer conversations. These APIs provide the following functionality: - Start or end a conversation. - Start a conversation with an authentication token. - Present options for persistent conversations and context variables. - Send messages, including attachments and updates to context variables. - Receive agent or system messages through webhook subscriptions. - Check agent availability in a queue and retrieve both queue position and estimated wait time. ✅ Business Value Dynamics 365 Contact Center messaging APIs support service-to-service integrations, so you have full control over your customer experience. The APIs are especially useful for business scenarios that traditional integration methods can't solve. When you use messaging APIs, you don't need client-side libraries, SDKs, or connections from client-side devices. This approach works well when you want to bring your own managed communication channel. 💡 Feature Details Messaging APIs provide a set of RESTful interfaces that you can use to control and manage customer conversations programmatically. With these APIs, you can start and end conversations and handle various customer interactions within a session. A webhook subscription lets your services receive real-time updates about conversation events. For example, you can get notifications when an agent sends a message, when a system message is generated, or when an agent closes the conversation. Use messaging APIs when you need full control over the customer experience. They support extensive customization and work well in environments with strict network and data policies, such as closed network deployments. 🚫 This message is for awareness, and no action is required. 🔗Link to the release plan entry here: https://lnkd.in/ecfT4tVW #dynamics365 #contactcenter
