Outbound messaging


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Aug 3, 2020 - Oct 1, 2020

Business value

Customer support organizations have the need to proactively reach out to their customer base to notify them with regard to upcoming appointments, status of the support tickets, and so on. Having the ability to reach out to their customers via the customer's preferred channel of communication is important for them to deliver best-in-class service.

Feature details

Outbound messaging enables organizations to dynamically message to their customers based on certain events through supported channels. For example, agents can notify customers about the status of their case. This feature includes the following capabilities:

  • Create message templates that can be adopted for outbound messages.
  • Configure outbound messages based on certain events on any entity and send the messages when those events are triggered.

When the customer responds back to the outbound messages, it will be treated like any other incoming conversation that exists today in Omnichannel for Customer Service, flowing through the routing and work distribution for agent assignment, and so forth, and the agent will be able to respond back to the customer.

See also

Configure outbound messaging (docs)