We are announcing the ability to engage customers across multiple channels (web, voice, SMS & email) in Microsoft 365 Copilot for Sales. This feature will reach public preview on July 1, 2026.
How does this affect me?
This feature lets your teams engage customers across web chat, voice, SMS, and email from a single workflow. It can improve response rates, reduce drop-off when one channel is ineffective, and preserve conversation context across touchpoints. For customers planning to use this capability, the key setup areas are channel strategy, content guidance, consent controls, and CRM logging, so outreach remains consistent and compliant.
With this new feature, you can:
- Define multi-channel playbooks so customer outreach can move across web chat, voice, SMS, and email based on response patterns and business goals.
- Set channel-specific guidance for tone, message length, and best practices, so communications are appropriate for each channel.
- Configure consent management for each channel to support compliant outreach and honor customer communication preferences.
- Enable automatic logging of channel interactions to CRM so teams have complete visibility into customer engagement history.
- Use cross-channel engagement context to maintain continuity and deliver a consistent customer experience across touchpoints.
This message is for awareness, and no action is required.
Source: Microsoft
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