Announcing Desktop Companion App (DCA) support for Dynamics 365

On Mar 2, 2026

We’re excited to introduce Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside third party (3P) CRM environments. With DCA running alongside the embedded conversation widget, contact centers can maintain active calls even if the browser refreshes or becomes unresponsive without forcing CSRs to leave their CRM workspace.

Why it matters

Embedded deployments let organizations use Dynamics 365 Contact Center inside a nonMicrosoft CRM through a lightweight widget, so Customer Service Representatives (CSR) don’t have to switch tools. Pairing that embedded experience with DCA provides a dedicated voice path that’s independent of the browser, helping eliminate dropped or interrupted calls caused by page reloads, page freezes, or tab navigation. The result is faster call setup, steadier audio, and consistent CSR workflows across CRMs.

Real world outcomes from earlier DCA adopters include reduced average speed to answer and fewer connectivity issues, underscoring the operational value of a desktop resident voice companion.

What’s new for Embedded mode

DCA + Embedded widget: a resilient voice experience inside your CRM UI

Call continuity during browser events
- Active calls remain connected when the CRM page refreshes or becomes unresponsive; CSRs can continue the conversation and regain full web context when the tab recovers.
Lower latency, better audio consistency
- DCA’s desktop process helps reduce connection delays and smooths device handling, complementing the embedded browser experience
Familiar, lightweight controls
- CSRs can mute/unmute and end calls from DCA while the embedded widget reloads; when recording or transcription is enabled in the web app, they continue uninterrupted.
Built for crossCRM
- Works alongside the embedded experience in third party CRMs that host the HTML/JavaScript widget.

The internal brief for Embedded mode reiterates these benefits specifically for external CRM workspaces, including continuity across inbound/outbound workflows.

How it works

Route and render: Dynamics 365 Contact Center routes the voice interaction; the embedded widget renders in the CRM for CSR workflows

Establish desktop voice path: DCA runs as a companion process on the desktop and maintains the call even if the 3P CRM browser reloads, freezes, or loses focus

Resynchronize: When the page returns, the call state resynchronizes with the embedded widget so the CSR continues in one unified flow.

Business value

Higher reliability: Fewer dropped calls and better resiliency against browser variability and tab navigation.

Lower latency: Faster connection setup and more responsive audio device handling

CSR productivity: CSRs stay in their CRM UI; DCA protects the call while the page recovers minimizing context loss and reducing redial effort

Operational consistency: A common voice experience across standalone and embedded deployments, aligned to voice best practices.

Getting started

Enable Embedded experience
- Follow the guide to configure and surface the conversation widget inside your 3P CRM. Retrieve the widget URL from the Copilot Service admin center and complete the setup steps in your CRM.

Install and manage DCA
- Deploy the Desktop Companion App to CSR devices, install the browser extension(s), and (optionally) control updates via policy/registry settings.

CSR usage
- CSRs sign in, handle calls as usual in the embedded widget, and use DCA as needed (e.g., during a refresh). Recording and transcription continue if configured in the web app

Validate with best practices
- Review voice channel best practices for network, device, and telemetry guidance to ensure optimal call performance across your environment

Learn More

Install and manage Desktop companion application for voice channel | Microsoft Learn

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