Microsoft has announced that Dynamics 365 Contact Center now supports rich messaging features—such as interactive forms, carousels and suggested replies—through both live chat and WhatsApp. This update enables organizations to design a single message template for multiple channels, aiming to speed resolution, improve customer satisfaction and reduce agent workload.

Here’s what’s new:

Interactive conversations
Add dynamic elements like forms, carousels, and suggested replies directly into your chats.
Rich media support
Available for Apple Messages for Business, with forms, cards, and suggested replies now supported in Live Chat — and suggested replies in WhatsApp.
Preview pane
See exactly how your rich message will look before sending, ensuring accuracy and great user experience.
Customizable templates
Empower agents to personalize admin-designed templates to fit customer needs.
Better experiences, faster resolutions
Rich messages make chats more engaging and efficient — improving satisfaction while reducing handling time.

Looking to add more functionality to your CRM or existing systems? Discover how Custom Business Applications can help—contact us today!