Use embedded Teams chat in Customer Service
After you've set up the Team chat feature, service representatives can use it while working on customer records. You can start a new chat or link an existing chat conversation to a Dynamics 365 record without leaving the application. Linking associated chats to a record can help you maintain all conversations that are related to the record in one place.
Start a new linked chat
You can link new or existing Teams chats to a Dynamics 365 record. Open any Dynamics 365 Customer Service engagement record and then select the Teams chats and channels integration icon. The Teams chat panel opens. If you're working in a multisession app, such as Customer Service workspace, you can access the chat pane from the Productivity pane.
When starting a conversation, you can use one of the following approaches:
Start a new linked chat with a participant - Select New linked chat. In the Linked to this record section, enter the name(s) of the participant(s) whom you want to chat with.
Start a chat with a suggested contact - If an administrator has set up the suggested contacts features, you can select the contact from the suggested contact list and then select Start a linked chat.
