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This article provides an overview of the chat features available when the Microsoft Dynamics 365 Omnichannel for Customer Service and Microsoft Copilot Studio applications are integrated with Dynamics 365 Commerce e-commerce websites.
Omnichannel for Customer Service
Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service. It enables organizations to instantly connect and engage with their customers via channels such as live chat, voice, and Short Message Service (SMS). For more information about Omnichannel for Customer Service, see Introduction to Omnichannel for Customer Service. For information about how to integrate Omnichannel for Customer Service with a Dynamics 365 Commerce e-commerce website, see Commerce chat with Omnichannel for Customer Service module.
Microsoft Copilot Studio
Microsoft Copilot Studio lets you create powerful AI-powered chatbots for a range of requests. For more information about Microsoft Copilot Studio, see Microsoft Copilot Studio overview. For information about how to integrate Microsoft Copilot Studio with a Dynamics 365 Commerce e-commerce website, see Commerce chat with Microsoft Copilot Studio.
Note
Microsoft Copilot Studio is already included in Omnichannel for Customer Service. If you require both virtual agent (chatbot) and live agent capabilities, use Omnichannel for Customer Service.
Additional resources
Commerce Chat with Omnichannel for Customer Service module