Dynamics 365 Contact Center – Leverage rich media messaging across channels

We are announcing the ability to leverage rich media messaging across channels in Dynamics 365 Contact Center. This feature will reach general availability on March 30, 2026.

How does this affect me?
With this feature, admins can design rich media message templates that apply to both the live chat widget and WhatsApp. Rich media messaging enhances engagement in support conversations by eliminating the need for extensive typing from customers. The following types are supported for each channel:

Live chat widget

• Forms: Messages with a series of questions of types such as multi-select, single-select, dropdown, single-line input, date picker, and multiline input.
• Suggested replies: Reply buttons.
• Custom JSON: Freeform cards that you create using Microsoft's adaptive card technology.

WhatsApp

• Suggested replies: A card with up to three reply buttons.

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

If you would like more information on this feature, please visit Leverage rich media messaging across channels.