Try rich messaging for live chat and WhatsApp in Contact Center 

by | Oct 21, 2025 | Dynamics 365, Microsoft 365, Technology | 0 comments

This article is contributed. See the original author and article here.

In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses. Traditional text-based conversations can be inefficient. This is especially true when customers need to exchange detailed information, explore options, or make quick decisions. That’s where rich messaging comes in. 

Rich messaging introduces interactive elements, such as forms, carousels, and suggested replies, directly within the conversation. This enables businesses to create conversations that are not only more engaging but also visually intuitive. Subsequently, customers understand the choices faster and act with confidence. 

Now, you can preview rich media messaging across both live chat and WhatsApp. With rich media messaging, businesses can deliver enhanced experiences on the channels customers use most. This reduces typing, speeds up resolution, and improves overall satisfaction for both customers and agents. 

Rich media message types  

While rich messaging is already available for Apple Messages for Business, forms, suggested replies, and cards are available in live chat and suggested replies are available in WhatsApp.  

Dynamics 365 Contact Center live chat with rich messaging forms
Forms are supported in live chat
Dynamics 365 Contact Center live chat or WhatsApp message with rich messaging suggested reply
Suggested replies are supported in live chat and WhatsApp
Dynamics 365 Contact Center live chat with rich messaging carousel card
Cards and carousels are supported in live chat

For scenarios where these options don’t fully meet a business’s live chat requirements, organizations can use Microsoft’s Adaptive Card technology to create fully customized JSON-based messages. 

Key capabilities 

One template, multiple channels  

Create rich message templates once and use them across both live chat and WhatsApp. There’s no need to redesign for each channel.

Preview pane 

Instantly preview how your rich media message will appear to customers while designing, ensuring accuracy and a great user experience.  

Create rich messages in the template designer in Copilot Service workspace
Create messages for both WhatsApp and live chat in one template (left) and preview the rich media message design (right) in template designer

Seamless bot integration 

Reuse certain rich media templates, such as live chat forms and WhatsApp suggested replies, directly in Copilot Studio—eliminating the need to recreate templates for bots.  

Service reps can customize templates 

Customer service representatives can easily customize admin-designed templates by editing fields before sending them to customers, enabling personalized interactions. 

Customize admin-designed rich message templates in Copilot Service workspace
Customer service representative editing rich media message form on the right before sending to customer

Enhanced customer experience 

Rich messages are more visually engaging and make it easier for customers to share relevant information. This boosts customer satisfaction and reduces resolution times.

Customer's view of live chat using rich messaging
The customer’s view of a live chat form 

Get started today 

To get started, navigate to the Copilot Service admin center, select Productivity in Support experience and then select Manage for Rich messages. Here you can start designing rich message templates for customer service representatives and bots. 

Learn more 

Watch a quick video introduction.

To learn more, read the documentation: Create rich messages | Microsoft Learn 

The post Try rich messaging for live chat and WhatsApp in Contact Center  appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

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