Message ID: MC1412480
We are announcing the ability to engage customers across multiple channels (web, voice, SMS & email) in Sales in Microsoft 365 Copilot. This feature will reach general availability on August 3, 2026.
How does this affect me?
This feature provides a multi-channel outreach capability, spanning web chat, voice, SMS, and email, to meet customers in the channel they naturally prefer.
Key functionality of this feature includes:
- Configuration of multi-channel playbooks to reach customers across different channels to optimize response rates.
- Channel specific guidelines that can be established to ensure channel specific tone, brevity and best practices are adhered to.
- Channel level consent management.
- Automatic logging of channel interactions to CRM.
- Cross channel engagement context to ensure consistent customer experience across customer touchpoints.
This message is for awareness, and no action is required.
Source: Microsoft
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