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Microsoft/d365-contact-centerDynamics 365

Consultant-focused KB for Microsoft Dynamics 365 Contact Center: implementation notes, gotchas, and configuration decisions beyond the official docs — across voice and digital channels, routing, agent and supervisor experience, Copilot & AI, workforce engagement, analytics, administration and security.

d365-contact-center/01-channels/feature-enhanced-chat-widget.md
feature-enhanced-chat-widget.mdv2 · history
CurrentApplies to BothUpdated last monthSource Microsoft Learn ↗

Status: Public Preview: behaviour may change. Preview: May 2026 | GA: Sep 2026

What it does

A redesigned customer-facing live chat widget ("Modern" widget) with faster load times, a modernised default look, and expanded branding customisation options. You opt in per channel: either add the Modern UI to an existing Chat workstream or create a new Modern chat channel. The existing (classic) widget script keeps working until you switch over.

Key facts

  • Public preview: May 2026; GA: Sep 2026
  • Two setup paths in Copilot Service admin center: Add Modern UI to an existing Chat workstream (preserves existing config, lets you test alongside the classic widget), or Channels > Chat > Add chat channel > Modern to build a new one from scratch
  • The Modern channel setup shows a live preview pane that updates as you change settings (brand colour, chat button icon/custom icon, and so on)
  • Behaviors and User features settings are shared between the modern and classic versions and are editable only in the active version, so you can't accidentally change your live classic site while configuring the modern one
  • Faster load via optimised scripting: reduces time-to-display of the chat button on slower connections
  • New default appearance; customisation options expanded (brand colour selector, custom button icon) to better align with your brand and website design
  • Enhanced media support within the widget (specifics still being published)
  • Existing widget script remains available: you opt into the new experience per channel

When to use / skip

Worth adopting once GA if you care about chat load performance or need more visual alignment with your website branding. Use the "Add Modern UI to an existing workstream" path when you already run the classic widget and want to trial the modern one without disturbing production. Not urgent for go-live on Standalone if you're deploying before Sep 2026, the classic widget works fine. Skip for Embedded deployments if the widget is hidden inside a CIF app and branding isn't a concern.

Configuration decisions

  • Which path: add Modern UI to the existing workstream (lower risk, keeps routing config) versus a fresh Modern channel (cleaner but re-does workstream setup)
  • Remember Behaviors and User features are shared: decide which version is "active" before editing them, because edits apply to the live site
  • Review customisation options in the new widget; you may need to re-implement any custom CSS or overrides applied to the classic widget
  • Coordinate timing with the web team: the new widget likely changes the DOM structure, so any JavaScript event listeners on the widget will need testing

Gotchas

  • Don't assume the Modern widget is a drop-in replacement. Test in a non-production environment before switching production traffic.
  • Behaviors/User features being shared trips people up: an edit made while configuring "modern" can land on the live classic widget. Confirm which version is active first.
  • "Enhanced media support" is still vague: get clarity on supported file types and media embeds before committing to it in a contract.
  • The preview period (May–Sep 2026) is relatively short. If you're planning a deployment between now and Sep 2026, decide whether to start on the classic widget or go straight to preview.

Consultant notes

  • Use the "Add Modern UI to existing workstream" route for any client already on the classic widget, it lets you demo the new look in the same environment without touching routing. Building a fresh Modern channel just to trial the appearance is more rework than it's worth.
  • Don't commit to the preview widget for a client go-live before September 2026. Preview features can change or slip. If a deployment is going live between May and September 2026, start on the classic widget and plan a post-GA switch.
  • Web team coordination on the widget switch is almost always forgotten until late. Flag it explicitly in the project plan: it's not just an admin center change, it's a website deployment the client's web team needs to release.

Worth revisiting when the GA notes land in Sep 2026 to confirm full customisation option list and any DOM changes.

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