We are announcing the ability to boost engagement with Copilot-powered conversational text messages in Dynamics 365 Customer Insights – Journeys in conjunction with Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026.
How does this affect me?
This feature enables you to leverage Copilot Studio agents to deliver personalized SMS conversations with your customers.
Key functionality of this feature includes:
- Seamless integration with Dynamics 365 Contact Center proactive engagement.
- Use the existing capabilities of consent, audience configurations, and quiet times.
- Design your journey to include conversational text messages and react to message outcomes.
- View detailed engagement metrics, such as the number of attempts, outcomes, and specific results for each conversation interaction in the out-of-the-box journey reporting.
- Access all text conversations and engagement interaction data in storage and build custom reports using Microsoft Fabric integration.
This message is for awareness, and no action is required.
Source: Microsoft
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