Recorded 22 Oct 2026 at 17:41 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position.
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Microsoft 365 roadmapMicrosoft 365 roadmap
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.
What it said
Roadmap ID
567001
Status
In development
General availability target
August CY2026
Preview target
July CY2026
Products
Microsoft Copilot (Microsoft 365)
Clouds
Worldwide (Standard Multi-Tenant)
Release phases
General Availability, Preview
Platforms
Web
Added to the roadmap
8 Jul 2026 23:10 UTC
Last changed
8 Jul 2026 23:10 UTC
Source evidence when recorded
Microsoft 365 roadmap
IncompleteRead 22 Oct 2026 at 17:32 UTC
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