Table of Contents
Summary
- Introduction of messaging APIs for managing customer chat conversations in Dynamics 365 Contact Center.
- APIs allow starting and ending conversations, authentication options, and sending messages with attachments.
- Features include receiving agent/system messages, checking agent availability, and retrieving queue position and estimated wait time.
- Change categorized as a new feature with no action required from users.
- Users should stay informed about the functionality and its implications for customer interactions.
Admin Impact: Low
User Impact: Low
Release Start: 31 Oct 2025
Release End: 31 Oct 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
10/8/2025: Item Added to Message Center
Microsoft Message
We 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 October 31, 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.
What action do I need to take?
This message is for awareness, and no action is required.