M365 Archive
Microsoft 365 Roadmap

RM567001Microsoft Copilot (Microsoft 365): Engage customers across multiple channels (web, voice, SMS & email)

Summary

A multi‑channel outreach capability, spanning web chat, voice, SMS, and email, is critical for meeting customers in the channel they naturally prefer and increasing the likelihood of timely engagement. By activating the agent across multiple surfaces, we ensure continuity of conversations, reduce drop‑off when a single channel fails, and support the FY27 goal of always‑on, end‑to‑end engagement from initial intent to close. This creates higher response rates, faster qualification, and a more seamless handoff to sales motions.

Description

A multi‑channel outreach capability, spanning web chat, voice, SMS, and email, is critical for meeting customers in the channel they naturally prefer and increasing the likelihood of timely engagement. By activating the agent across multiple surfaces, we ensure continuity of conversations, reduce drop‑off when a single channel fails, and support the FY27 goal of always‑on, end‑to‑end engagement from initial intent to close. This creates higher response rates, faster qualification, and a more seamless handoff to sales motions.

GA date: August CY2026

Preview date: July CY2026