Dynamics 365 Contact Center - Orchestrate conversation distribution with AI-powered playbooks

We are announcing the ability to orchestrate conversation distribution with AI-powered playbooks in Dynamics 365 Contact Center. This feature will reach general availability on August 28, 2026.

How does this affect me?
This feature actively monitors conversations and automatically takes actions based on playbooks defined using natural language.

You can configure playbooks per scenario through guided templates that keep instructions focused and reliable. Built-in validation catches conflicts before anything goes live, so that you confidently publish changes without needing to test every edge case manually.

Key capabilities of this feature include:

• Dynamic priority escalation: Continuously re-evaluate priority as the conversation progresses. You define the conditions such as wait time thresholds, queue transfers, customer tier, or other context and conversation orchestration adjusts priority automatically throughout the conversation lifecycle. High-value or long-waiting customers move forward without anyone watching the queue manually.
• Overflow based on representative availability: The moment a conversation enters a queue with no available representatives, conversation orchestration evaluates the situation and runs a defined outcome such as offering a callback, routing to an alternate queue, or delivering a context-aware message. No minimum wait is required. No customers are left in a queue with no path forward.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Orchestrate conversation distribution with AI-powered playbooks.