One of the hidden items for success is the deployment of the Companion App for Dynamics 365 Contact Center.
In today’s contact center environment focused on customer service, efficiency and experience are equally important. Contact Center Agents are expected to juggle multiple channels (voice, email, messaging, chat, etc..). Needing to resolve issues quickly, and maintain a seamless experience for customers. This needs to be done from a single window and not breaking their workflow. The Desktop companion application serves as a backup system for the web application. It ensures that customer service representatives can continue customer conversations without interruption during web application issues.
That’s where the Companion App for Dynamics 365 Contact Center steps in. Whether your agents live in the Customer Service workspace, Sales, or Field Service, the Companion App brings the full power of the Contact Center right to their fingertips.
What Is the Companion App?
The Companion App is a lightweight interface embedded directly into other Dynamics 365 apps. It gives agents access to voice and digital channels, call controls, conversation insights, and AI-powered assistance. This allows agents to do this without needing to switch to a separate system.
- Maintains active call connections when the web app experiences issues like crashes or page refreshes.
- Offers in-app control of calls: mute/unmute and end call functions.
- Provides real-time visibility into call status and active/in‑hold sessions. Actions taken in the DCA are mirrored on the web interface.
- Displays agent connection and device context in its minimal UI, which doesn’t interrupt agent workflows.
Prerequisites
The app must be installed on the agent’s desktop, or used via a supported browser extension.
How It Works
After signing into the Copilot Service workspace, incoming voice calls can be managed through the companion application. When running, agents can launch it from the Windows toolbar or via extension if the web UI becomes unreliable. It is important that if the desktop icon is not visible, a system restart is recommended.
Final Thoughts
The Companion App isn’t just a feature, it’s a accelerator for agents across the enterprise. By embedding omnichannel functionality into your Dynamics 365 workflows, you’re giving your team the tools they need to resolve issues faster and deliver exceptional customer experiences.
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