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

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.

Affected: Microsoft Copilot (Microsoft 365)

Related changes

• Microsoft Copilot (Microsoft 365): Reference an email with Work IQ when using Edit with Copilot in PowerPoint to create a presentation · Email
• Microsoft Copilot (Microsoft 365): Use voice for Q&A during Read Aloud in Word · Voice
• Microsoft Copilot (Microsoft 365): Microsoft 365 admin center – New Microsoft 365 Copilot usage report for GCC High & DoD · Microsoft Copilot (Microsoft 365)
• Microsoft Copilot (Microsoft 365): Work IQ APIs – Unified REST Endpoint for Agents and Workflows · Microsoft Copilot (Microsoft 365)
• Microsoft Copilot (Microsoft 365): Reference files saved in SharePoint libraries and OneDrive folders when creating a presentation with Agent Mode in PowerPoint · Microsoft Copilot (Microsoft 365)
• Microsoft Copilot (Microsoft 365) Writing Blocks in M365 Copilot · Microsoft Copilot (Microsoft 365)

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