Provision channels in Dynamics 365 Contact Center
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Dynamics 365 Contact Center provides a modern, customizable, high-productivity experience that lets agents help customers across different channels via a unified interface. It lets organizations choose the channel that suits their business needs. It also ensures that a high level of responsive, quality service is received across channels.
To find out if Dynamics 365 Contact Center is available in your region, see International availability.
You can provision the following channels:
Important
The channels that you want to provision might require a license. Learn more at Dynamics 365 Licensing Guide.
Prerequisites
See system requirements for Dynamics 365 Contact Center for the required licenses to provision channels.
Note
Learn more at Pricing, Dynamics 365 Licensing Guide, and How to purchase through Volume Licensing.
Set up the prerequisites mentioned in the system requirements.
Dynamics 365 System Administrator role on the root business unit for your organization. Learn more at assign security roles to a user in Power Platform and Create or edit business units
Set up channels
You can set up channels in the Contact Center admin center or Customer Service admin center application. In Power Platform admin center, while you can view existing environments and channels, you can't enable, edit, or delete channels.
To set up the channels, perform the following steps:
- Select Channels in Customer Support.
- Select Manage for Manage channels. The Manage channels page appears.
- Select the channels that you want to use. Depending on your licenses, you can view the channels that you can enable. If you don't have the required licenses, the checkboxes for the corresponding channels are disabled. Learn more about licenses Dynamics 365 Licensing Guide.
- Select Save.
The setup can take several minutes. The application provisions the channel in the background. You can close the window and check after some time or refresh it to see if it's complete. When the setup is complete, the enabled channels appear in your environment.
If the provisioning fails, an error message appears that you can select to view the details.
Turn off channels
- Select Customer Support > Channels > Manage channels.
- Clear the checkbox for the channel that you want to turn off. The application displays a confirmation message. Select Turn off.