MC1412480

Sales in Microsoft 365 Copilot - Engage customers across multiple channels (web, voice, SMS & email)

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.

What action do I need to take?

This message is for awareness, and no action is required.