Channels 9
Retiring
SMS channel through Azure Communication Services
Effective 30 Sept 2028 · in 23 monthsAnnounced 23 Sept 2026
SMS via Azure Communication Services was deprecated on 23 September 2026 and is removed on 30 September 2028. Twilio and Infobip are the supported destinations, and with either one the customer manages number provisioning, carrier registration and consent settings directly with the provider. From 23 September 2026 tenants without an existing ACS resource can no longer provision or port SMS numbers into ACS.
Move to SMS through Twilio or Infobip
Microsoft deprecation notice ↗Retiring
Voice channel through ACS Direct Offer
Effective 30 Sept 2028 · in 23 monthsAnnounced 24 Sept 2026
Contact Center voice on ACS Direct Offer (Microsoft-sold ACS numbers) reaches end of service on 30 September 2028. From 30 September 2026, tenants without an existing ACS resource can't acquire or port numbers into ACS. Moving to Calling Plan is a manual, support-ticket process, and ACS numbers in Asia Pacific can't move to Calling Plan.
Move to Teams Calling Plan with Teams Phone extensibility.
Microsoft deprecation notice ↗Retiring
Voice channel through ACS Direct Routing
Effective 30 Sept 2028 · in 23 monthsAnnounced 24 Sept 2026
Contact Center voice through ACS Direct Routing reaches end of service on 30 September 2028. The SBC and carrier can be kept by moving to Teams Direct Routing, or connectivity can be handed to a carrier through Operator Connect. Both need a licensed Teams resource account per service number.
Move to Teams Direct Routing or Operator Connect, with Teams Phone extensibility.
Microsoft deprecation notice ↗Retiring
WhatsApp channel through Azure Communication Services
Effective 30 Sept 2028 · in 23 monthsAnnounced 23 Sept 2026
WhatsApp via Azure Communication Services was deprecated on 23 September 2026 and is removed on 30 September 2028. Existing channels keep working until then; new deployments should use WhatsApp through Twilio. The nearer deadline is 30 September 2026, after which tenants without an existing ACS resource can't acquire or port numbers into ACS at all.
Move to WhatsApp through Twilio
Microsoft deprecation notice ↗Retired
Apple Messages for Business channel
Support ended 30 Sept 2026 · 5 weeks agoAnnounced 17 Jul 2026
The Apple Messages for Business channel is on its way out — deprecated 17 July 2026 and removed from Copilot Service admin center on 30 September 2026. Anyone routing Apple business chats needs another channel lined up before then.
Move to Move affected conversations to another supported messaging channel; contact Microsoft Support for integration options.
Microsoft deprecation notice ↗Retired
Post-call survey toggle on the voice workstream Language tab
Support ended 1 Aug 2025 · 15 months ago
The post-call survey toggle on the voice workstream Language tab in Copilot Service admin center was removed on 1 August 2025.
Move to Configure post-call surveys with Copilot Studio.
Microsoft deprecation notice ↗Retired
Local hosting for the legacy voice channel
Support ended 31 Oct 2024 · 24 months ago
Local hosting for the legacy voice channel is being retired region by region (Switzerland from 31 October 2024; India and Japan from 9 September 2024) as part of the move to the enhanced voice experience.
Move to Move to the global cloud voice deployment in the nearest supported region.
Microsoft deprecation notice ↗Retired
WeChat, SMS (Telesign), Telegram and Kik custom channels
Support ended 8 Oct 2024 · 25 months ago
These four custom messaging channels were removed from Omnichannel for Customer Service on 8 October 2024.
Move to Contact Microsoft Support for alternative channel integration.
Microsoft deprecation notice ↗Retired
Google's Business Messages channel
Support ended 31 Jul 2024 · 27 months ago
Google's Business Messages channel is gone, following Google's own retirement of the product on 31 July 2024.
Move to Contact Microsoft Support for alternative channel integration.
Microsoft deprecation notice ↗Agent Experience 2
Retiring
Omnichannel agent and supervisor dashboard experiences
Effective 1 Dec 2026 · in 4 weeksAnnounced 1 Dec 2025
The old agent and supervisor dashboard experiences in Copilot Service workspace are deprecated from 1 December 2025, with support ending 1 December 2026. Teams still on the dashboards need to move across before support runs out.
Move to Switch to the inbox experience and the Omnichannel real-time analytics report in Copilot Service workspace.
Microsoft deprecation notice ↗Retired
Unified Service Desk
Support ended 1 Apr 2026 · 7 months ago
Unified Service Desk is deprecated from 1 April 2026. The successor is the browser-based Copilot Service workspace, so any USD deployment needs a migration plan.
Move to Move agents to Copilot Service workspace.
Microsoft deprecation notice ↗Copilot & AI 4
Retired
Legacy Case and Conversation Topics clustering
Support ended 31 Aug 2025 · 14 months agoAnnounced 20 Jun 2025
The legacy AI topic clustering for cases and conversation topics was deprecated on 20 June 2025 and removed after 31 August 2025 in Customer Service and Contact Center.
Move to Use the current AI topic clustering configuration.
Microsoft deprecation notice ↗Retired
Trusted webpages as a Copilot source (Bing Search API)
Support ended 11 Aug 2025 · 15 months agoAnnounced 10 Sept 2026
The trusted-webpages option that lets Copilot draft emails from up to five external domains runs on the Bing Search API, which Microsoft retired on 11 August 2025. The setting is still in the admin centre and Microsoft added a caution in September 2026 saying generation from those pages may not work as expected — it will degrade quietly rather than error, so move anything that depends on it into knowledge articles.
Move to Knowledge articles in the Dynamics 365 knowledge base, or Copilot Studio knowledge sources
Microsoft deprecation notice ↗Retired
Draft a chat response (preview)
Support ended 14 Jul 2025 · 16 months ago
The draft a chat response preview was deprecated on 1 July 2025 and removed on 14 July 2025.
Microsoft deprecation notice ↗Retired
Auto-summarization of ongoing conversations
Support ended 16 Apr 2025 · 19 months ago
Auto-summarization of ongoing conversations stopped being supported on 16 April 2025.
Move to Use the Copilot-generated conversation summary.
Microsoft deprecation notice ↗Workforce Engagement 2
Retired
Forecasting (case and conversation volume, and representative forecasting)
Support ended 30 Oct 2026 · 2 days agoAnnounced 14 Sept 2026
Forecasting for case and conversation volumes, and representative forecasting for conversations, is deprecated in Dynamics 365 Contact Center. Support ends 30 October 2026 and the feature is removed after that; anyone relying on it for staffing needs to move to forecast scenarios in workforce engagement management, which is a package install and a planning-group design exercise rather than a toggle.
Move to Forecast scenarios in workforce engagement management (https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-forecast-scenarios)
Microsoft deprecation notice ↗Retired
Forecasting in Contact Center to be deprecated
Support ended 30 Oct 2026 · 2 days ago
Microsoft is deprecating the built-in Forecasting capability in Dynamics 365 Contact Center effective 30 October 2026; check the source page for the recommended replacement before that date.
Microsoft deprecation notice ↗