Dynamics 365 Customer Service Digital Messaging add-on

Dynamics 365 Customer Service Digital Messaging add-on empowers support teams to engage customers across modern channels within the Omnichannel for Customer Service interface. This user license enables access to digital conversations via web chat, SMS (separate Telesign contract required), Facebook Messenger, and WhatsApp, helping agents respond faster and maintain context across interactions.

Designed to extend existing Customer Service capabilities, the add-on centralizes messaging, supports seamless handoffs, and improves resolution times with unified agent workflows. It complements standard case management and knowledge tools in Dynamics 365, ensuring consistent service experiences at scale. Requires a qualifying Dynamics 365 Customer Service base license. Channel availability and features may vary by region and provider. For SMS delivery, additional fees and agreements with Telesign apply.