{"id":567001,"title":"Microsoft Copilot (Microsoft 365): Engage customers across multiple channels (web, voice, SMS \u0026 email)","description":"A multi\u2011channel 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\u2011off when a single channel fails, and support the FY27 goal of always\u2011on, end\u2011to\u2011end engagement from initial intent to close. This creates higher response rates, faster qualification, and a more seamless handoff to sales motions.","moreInfoLink":null,"publicDisclosureAvailabilityDate":"August CY2026","publicPreviewDate":"July CY2026","created":"2026-07-08T23:10:57","publicRoadmapStatus":"Include this month","status":"In development","modified":"2026-07-08T23:10:57","locale":null,"tags":[{"tagName":"Worldwide (Standard Multi-Tenant)"},{"tagName":"Web"},{"tagName":"Microsoft Copilot (Microsoft 365)"},{"tagName":"General Availability"},{"tagName":"Preview"}],"tagsContainer":{"products":[{"tagName":"Microsoft Copilot (Microsoft 365)"}],"cloudInstances":[{"tagName":"Worldwide (Standard Multi-Tenant)"}],"releasePhase":[{"tagName":"General Availability"},{"tagName":"Preview"}],"platforms":[{"tagName":"Web"}]}}