Use custom multisession apps in Copilot service workspace in Dynamics 365

Use custom multisession apps in Copilot service workspace

(The ability to embed and launch custom third-party or internal line-of-business applications directly within the tabbed, multisession environment of Dynamics 365).

Real-time User Journey

This journey illustrates how a “Tier 2” support agent uses custom apps to resolve a complex logistics issue without leaving their primary workspace:

1. Contextual Intake: An agent accepts a high-priority chat regarding a delayed shipment.
2. Copilot Insight: Copilot summarizes the case and notes that the package is held in a custom third-party warehouse system not native to Dynamics 365.
3. Seamless Launch: Instead of minimizing Dynamics and opening a browser, the agent clicks a custom tab labeled “Warehouse Manager” within their active session.
4. In-App Action: The Custom Multisession App opens in a new tab within the same window. The agent updates the shipping manifest and releases the hold.
5. Data Synchronization: Because the app is integrated into the workspace, the agent can easily copy-paste or link the confirmation ID back to the Dynamics 365 record.
6. Resolution: The agent closes the warehouse tab and the chat session simultaneously, keeping their workspace clean and focused for the next incoming request.

Step-by-Step: How to Enable This Feature

Administrators can configure these apps through the App Management settings:

• Step 1: Admin Center Access

Sign in to the Customer Service admin center or Contact Center admin center.

• Step 2: Navigate to App Profiles

Go to Agent Experience > Workspaces > Agent experience profiles.

• Step 3: Edit the Profile

Select the profile used by your agents (e.g., “Customer Service Representative”) and click Edit.

• Step 4: Add Application Tab Template

Navigate to the Application tab templates section. Click Add and select New Template.

• Step 5: Define the Custom App
  • Set the Template Type to “Third-party website” or “Custom App.”
  • Enter the Target URL of your internal tool or third-party software.
  • Configure Parameters to ensure the app opens with the correct context (e.g., passing the Customer ID in the URL).
• Step 6: Assign to Sidebar/Tab

Choose where the app should appear (e.g., as a default tab in every new session or as an option in the productivity pane). Save and Publish the profile.

Infographic: Single-Session vs. Custom Multisession Workspace

Feature	Single-Session/Standard Browser	Custom Multisession Workspace
App Switching	Manual (Alt+Tab between windows).	Native Tabs within the workspace.
Context Retention	Easy to lose track of which window belongs to which customer.	Session-Linked; apps stay tied to the specific customer record.
Workflow Speed	Slower due to window management.	Instant Access to internal/external tools.
Security	Harder to govern external browser usage.	Governed Access through the Admin Center.
Focus	High risk of distraction/clutter.	Unified Interface for all service tools.

References

Use custom multisession apps in Copilot Service workspace