Dynamics 365 Contact Center – Use messaging APIs to manage customer chat conversations

We are announcing the ability to use messaging APIs to manage customer chat conversations in Dynamics 365 Contact Center. This feature will reach general availability on September 30, 2025.

How does this affect me?
This feature enables the use of messaging APIs to control and manage customer conversations.

These APIs provide the following functionality:

• Start or end a conversation.
• Start a conversation with an authentication token.
• Present options for persistent conversations and context variables.
• Send messages, including attachments and updates to context variables.
• Receive agent or system messages through webhook subscriptions.
• Check agent availability in a queue and retrieve both queue position and estimated wait time.

What action do I need to take?
This message is for awareness, and no action is required.