FAQ about Dynamics 365 Channel Integration Framework

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/faq-channel-integration-framework

Published

2025-06-17

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Microsoft Learn terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Dynamics 365 Channel Integration Framework is a cloud-to-cloud framework that integrates third-party channel providers with Dynamics 365 Unified Interface apps using a browser-based JavaScript API library. in context
• Channel Integration Framework does not support synchronising user presence across different channel providers. in context
• Channel Integration Framework does not manage call or chat sessions. in context
• Channel Integration Framework is not a softphone and does not make calls or send messages; the channel provider does that, and CIF is the framework that integrates the softphone with Dynamics 365. in context
• Channel Integration Framework is not a server-side API; its JavaScript library exposes operations such as record CRUD, ClickToAct get/set, entity search and panel width control. in context
• Channel Integration Framework works only with Unified Interface apps and does not support the legacy web client. in context
• A communication widget built on CIF 1.0 APIs continues to work with the CIF 2.0 app, provided the channel provider is configured and its channel URL updated in the Copilot Service admin center. in context
• Loading the CIF 1.0 communication widget in Omnichannel for Customer Service is not supported. in context
• Deploying or updating the Copilot Service workspace app profile overwrites the Channel URL field in the CIF 2.0 settings, so check the URL after each deployment. in context
• CIF 2.0 is designed for telephony providers; Microsoft directs custom messaging channels to the Direct Line bring-your-own-channel approach instead. in context
• CIF 2.0 works only with multisession apps such as Omnichannel for Customer Service and Copilot Service workspace. in context
• The sources support three integration patterns: (1) a telephony vendor's web softphone embedded in the CRM UI through a CRM JavaScript framework (Open CTI, CIF, OpenFrame); (2) a vendor adapter package that bundles that embedding with backend components (Amazon Connect CTI Adapter); (3) CRM-native voice, where calls arrive through the CRM's own routing (Salesforce Voice via Omni-Channel). inferred in context
• A Channel Integration Framework 1.0 communication widget cannot be loaded in Omnichannel for Customer Service. in context
• In Channel Integration Framework 1.0, if no security role is selected under 'Select roles for the Channel', the channel provider can be accessed only by System Administrators and Customizers. in context
• In Channel Integration Framework 2.0, when an organization has multiple channel providers the communication widget is not visible in the home session, because the home session is not associated with any provider; a default session must be created. in context
• For voice channel providers configured with Channel Integration Framework 2.0, the 'Select the Unified Interface Apps for the Channel' and 'Select the Roles for the Channel' grids are not shown; access is governed by app profiles and agent experience profiles assigned to users. in context
• Microsoft states that deploying or updating the Copilot Service workspace app profile overwrites the Channel URL field in the Channel Integration Framework 2.0 settings, so the Channel URL should be rechecked after a deployment. in context
• Microsoft warns that deploying or updating the Copilot Service workspace app profile can overwrite the CIF 2.0 Channel URL, so the Channel URL should be checked after a deployment. in context
• If no role is selected on a CIF 1.0 channel provider, only System Administrators and Customizers can access it, and those two roles always have access whatever roles are selected. in context
• A CIF 1.0 communication widget cannot be loaded in Omnichannel for Customer Service. in context
• In CIF 2.0, telephony channel providers have no Unified Interface app or role grids; access is granted by assigning the agent experience profile that contains the provider to users. in context

Cite this source record

APA

WarmTransfer. (2025, June 17). FAQ about Dynamics 365 Channel Integration Framework. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-cif-faq

BibTeX

@misc{warmtransfer-ms-learn-cif-faq,
  title  = {FAQ about Dynamics 365 Channel Integration Framework},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-cif-faq},
  note   = {Microsoft, accessed 2026-09-30}
}