Dynamics 365 Customer Service Digital Messaging and Voice Add-in for Test

Microsoft Dynamics 365 Customer Service empowers organizations to deliver seamless, proactive support across channels. The Digital Messaging and Voice Add-in extends Customer Service Enterprise by enabling branded digital messaging (chat, SMS, social) and integrated voice capabilities within a unified agent workspace. Agents can engage customers in real time, leverage AI-powered routing and knowledge, and track conversations end-to-end for faster resolution and higher satisfaction.

This add-in includes tools for configurable bots, rich messaging experiences, call handling, and analytics that surface insights into volume, sentiment, and agent performance. Built on Microsoft’s secure cloud, it connects with Dynamics 365 and Power Platform to automate workflows and preserve context across interactions.

Note: This is an add-in for Customer Service Enterprise; requires appropriate base licenses.