Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.

This module examines how to deploy services as channels in Omnichannel for Customer Service and how to set up many different features that are available.

Business User

Functional Consultant

Dynamics 365

Customer Service

Module Objectives

In this module, you'll:

Set up the Google Business Messages channel and workstream.
Set up the Apple Messages for Business channel and workstream.
Publish and edit rich messages.
Manage authentication settings.
Create payment profiles.

Units

Introduction min
Set up a Google Business Messages channel min
Set up a Google Business Messages workstream min
Set up an Apple Messages for Business channel min
Set up an Apple Messages for Business workstream min
Rich messages min
Publish and edit rich messages min
Workstream association min
Rich messages in conversation control min
View and send rich messages min
Manage authentication settings min
Create payment profiles min
Check your knowledge min
Summary min

Prerequisites

Basic understanding of setting up channels in Customer Service