Conversation context
Help representatives see the relevant history when they take over.
Dynamics 365 Contact Center
Keep the conversation connected.
Bring voice, digital conversations and human support into an experience shaped around your customers.
Consulting · Implementation · Integration · Support
A handover that keeps the story.
A person can take over with the conversation history and the context they need.
1 Website chat
Conversation history stays attached
2 Human handover
- Transcript attached
- Website conversation and request
- Queue
- Order support
- Representative
- Maya · Review before accepting
A person reviews the context before taking over.
3 Agent workspace
MayaOrder support representative
Customer context
- Order reference
- ORD-78421
- Channel
- Website chat
- Prior conversation
- Transcript available
Example next response
I can see your request. Let me confirm the details and check your order.
Representative verifies and responds
Chat Voice Supported messagingSelected channels and connections are scoped together.
Current step
Understand the customer’s request.
A customer asks about an order through website chat. Collect the reference needed to investigate the enquiry.
Digital service channel
- Channel
- Website chat
- Request
- Order update
- Reference
- ORD-78421 · Example
This example does not change a real record.
Select a stage to explore it. Review and approval steps always wait for your action.
Illustrative Contact Center example. Select a stage or play the example.
The right view for the people doing the work.
Give representatives useful context and supervisors visibility into work across channels.
Relevant knowledge
Bring useful guidance into the handling experience.
Response drafts for review
Use eligible Copilot assistance while keeping the representative in control.
Waiting conversations
Use agreed queue views to see which work needs attention.
Team availability
Configure presence and availability to support work distribution.
Routing and escalation
Agree queues, skills, fallback and escalation paths around your service model.
Start with the conversations that need attention.
We map how conversations arrive, who should respond and what they need to know.
Your challengeWhat we configureWhat you receive
Your challengeCustomers repeat the story across channels
What we configureContext and CRM connections
What you receiveAn informed handover
Your challengeRequests reach the wrong team
What we configureQueues, skills and presence-based routing
What you receiveDefined routing and fallback
Your challengeAgents switch between tools
What we configureChannels and workspace setup
What you receiveA coherent handling experience
Your challengeSupervisors lack visibility
What we configureAgreed views and reporting
What you receiveQueue and workload visibility
People. Process. Platform.
A practical scope, agreed together.
Modernise without replacing everything at once.
We assess the CRM, telephony and channels you already use, then agree what to retain and connect.
- Existing CRM: customer records and the data each system owns.
- Contact Center: routing, conversation handling and representative workspace.
- Selected channels: voice, chat and supported messaging providers.
- Operating decisions: access, recording notices, retention and escalation.
Availability depends on licensing, providers, region and configuration. CRM and telephony connections are assessed before a delivery scope is agreed.
Prepare the people as well as the platform.
Start with the conversations your customers and service teams need to handle.
- 1
Discover channels and needs
Understand customers, channels and the current service setup.
You receiveChannel blueprint - 2
Configure routing and workspace
Set up queues, skills, selected channels and the representative experience.
You receiveConfigured workspace - 3
Test handover and fallback
Validate conversation flow across channels, teams and escalation paths.
You receiveTested scenarios - 4
Train and launch
Prepare representatives, supervisors and support owners.
You receiveOperating guides and support plan
Connect the tools around the work
- Existing CRM
- Dynamics 365 Customer Service
- Microsoft Teams
- Voice and messaging providers
Contact Center and Customer Service have related but different scopes. Required licences, telephony, number availability, channel providers and regional support are confirmed during discovery.
Keep the platform useful after go-live.
Support for your people, your application and its connections.
Discuss a support plan- L1 · User helpAccess, navigation and everyday questions.
- L2 · Application supportConfiguration, automation and application issues.
- L3 · EngineeringIntegrations, extensions and complex issues.
Coverage, ownership and response expectations are agreed together.
Before we start.
Can we retain our CRM?
We assess the integration architecture around your current CRM, customer data and handling requirements before recommending changes.
Is this the same as Customer Service?
They are related products with different scopes. Contact Center focuses on live, multichannel conversations; Customer Service provides broader case-management capabilities.
Can we use voice in every location?
Telephony, number availability, providers and regional support need checking. Recording notices, retention and access are agreed when voice is in scope.
Where do your customer conversations get stuck?
Let’s look at your current setup and a practical way forward.
Talk through your contact centreName and email to start.