MC1412480 High
Sales in Microsoft 365 Copilot - Engage customers across multiple channels (web, voice, SMS & email)
Summary AI-generated
Microsoft 365 Copilot Sales will add customer engagement across web, voice, SMS, and email channels, with multi-channel playbooks and channel-specific management, GA August 3, 2026.
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
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Original post from Microsoft
We are announcing the ability to engage customers across multiple channels (web, voice, SMS & email) in Sales in Microsoft 365 Copilot. This feature will reach general availability on August 3, 2026.
How does this affect me?
This feature provides a multi-channel outreach capability, spanning web chat, voice, SMS, and email, to meet customers in the channel they naturally prefer.
Key functionality of this feature includes:
This message is for awareness, and no action is required.
How does this affect me?
This feature provides a multi-channel outreach capability, spanning web chat, voice, SMS, and email, to meet customers in the channel they naturally prefer.
Key functionality of this feature includes:
- Configuration of multi-channel playbooks to reach customers across different channels to optimize response rates.
- Channel specific guidelines that can be established to ensure channel specific tone, brevity and best practices are adhered to.
- Channel level consent management.
- Automatic logging of channel interactions to CRM.
- Cross channel engagement context to ensure consistent customer experience across customer touchpoints.
This message is for awareness, and no action is required.