How to use rich messaging in customer service to create better experiences

We all know that in customer service, the right tools can make all the difference when it comes to providing a great customer experience. The new rich messaging feature in Dynamics 365 Customer Service and Contact Center that was announced as part of 2025 Release Wave 2 is one of those tools. With rich messaging, customer service reps can do more than just typing and sending a message. Think of rich messages as quick replies on steroids! With rich messages we can add images, videos, forms, and even interactive elements like adaptive cards with just one click! This makes it a lot easier for customer service reps to communicate and capture important information clearly and quickly. Instead of typing out long messages, customer service reps can send a rich message with predefined questions, images, or videos. This feature helps customer service reps save time and make interactions feel more personal, while also making it easier for customers to get the answers they need. By adding visual and interactive elements, customer service teams can create more engaging conversations that lead to faster resolutions, fewer misunderstandings, and a more polished experience for customers across every channel. Read More.

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