Integrating Dynamic 365 Contact center feature in web api(or Semantic Kernel Agent)

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Posted on by argeraju

Hi Team,

I am developing a multi agent system using Autogen, I am planning to build an agent using Semantic Kernel for Dynamic 365 Contact Center.

So, I am new to Dynamic 365 Contact Center , need help with integration of Dynamic 365 Contact Center with Autogen Framework.

Can we integrate Dynamic 365 Contact Center features via api or any other options available, if available, could you please provide documentation links.

Thanks in advance.

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Dynamics 365 Customer Service

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Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at

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Integration Options:

Dataverse Web API (Primary API Layer):

Access contact center entities: conversations, agents, queues, cases, etc.

Docs:
Dataverse Web API Overview

Omnichannel for Customer Service APIs (Session & Presence):

APIs for handling agent presence, conversations, and sessions.

Docs:
Omnichannel APIs

Azure Communication Services (if used):

Some Contact Centers use ACS for voice/video/chat.

Docs:
Azure Communication Services

Real-Time Workstream APIs (if in use):

For session handover, routing, etc.

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