Table of Contents
Summary
- Rich media messaging will be available in Dynamics 365 Contact Center for live chat and WhatsApp.
- Admins can create rich media message templates, enhancing customer engagement by reducing typing.
- Supported rich media types include forms, suggested replies, and custom JSON for the live chat widget.
- WhatsApp will support suggested replies with up to three buttons.
- This change is categorized as a new feature and requires no action from users.
Admin Impact: Low
User Impact: Medium
Release Start: 30 Mar 2026
Release End: 30 Mar 2026
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
2/26/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to leverage rich media messaging across channels in Dynamics 365 Contact Center. This feature will reach general availability on March 30, 2026.
How does this affect me?
With this feature, admins can design rich media message templates that apply to both the live chat widget and WhatsApp. Rich media messaging enhances engagement in support conversations by eliminating the need for extensive typing from customers. The following types are supported for each channel:
Live chat widget
- Forms: Messages with a series of questions of types such as multi-select, single-select, dropdown, single-line input, date picker, and multiline input.
- Suggested replies: Reply buttons.
- Custom JSON: Freeform cards that you create using Microsoft’s adaptive card technology.
- Suggested replies: A card with up to three reply buttons.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Leverage rich media messaging across channels.