Category
stayInformed
Severity
normal
Major change
False
Last modified
2026-08-17 20:56:49
Summary source
Azure OpenAI (gpt-4.1)
Action by (Graph)
—
Action by (AI)
2026-08-28 00:00:00
Services
Dynamics 365 Apps
Tags
Updated message, New feature
Master tags
User, Admin
Roadmap IDs
One-line summary
Assign conversations in Dynamics 365 Contact Center to previously engaged experts for improved, personalized customer support; general availability postponed from August 28, 2026.
Details
Body (from Message Center)
Update: Release of this feature has been postponed; we will announce a new date in the future.
We are announcing the ability to assign conversations to experts who engaged with the customer previously in Dynamics 365 Contact Center. This feature will reach general availability on August 28, 2026.
How does this affect me?
This feature will enable users to assign conversations to a previously engaged or preferred expert, leveraging historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand their issue. When the previous or preferred expert is unavailable, assignments seamlessly fall back to the next best qualified expert, preserving service levels and reliability.
This capability reduces repeat explanations, accelerates resolution times, and improves customer satisfaction, helping businesses lower cost to serve while delivering more consistent, personalized support experiences at scale. Administrators define assignment logic using natural language-based playbooks in conversation orchestration, with configurable lookback period to determine the time range until when the system should look for a previously engaged expert.
For asynchronous conversations, administrators can also choose to reconnect customers with the same expert by checking the expert's current presence status and honoring active conversation limits, ensuring returning conversations are assigned only when the expert has capacity to engage.
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 Assign conversation to expert who engaged with the customer previously.
We are announcing the ability to assign conversations to experts who engaged with the customer previously in Dynamics 365 Contact Center. This feature will reach general availability on August 28, 2026.
How does this affect me?
This feature will enable users to assign conversations to a previously engaged or preferred expert, leveraging historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand their issue. When the previous or preferred expert is unavailable, assignments seamlessly fall back to the next best qualified expert, preserving service levels and reliability.
This capability reduces repeat explanations, accelerates resolution times, and improves customer satisfaction, helping businesses lower cost to serve while delivering more consistent, personalized support experiences at scale. Administrators define assignment logic using natural language-based playbooks in conversation orchestration, with configurable lookback period to determine the time range until when the system should look for a previously engaged expert.
For asynchronous conversations, administrators can also choose to reconnect customers with the same expert by checking the expert's current presence status and honoring active conversation limits, ensuring returning conversations are assigned only when the expert has capacity to engage.
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 Assign conversation to expert who engaged with the customer previously.
Raw JSON (for debugging)
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{
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"ai_action_required_by": "2026-08-28T00:00:00Z",
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"ai_master_tags": [
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],
"ai_model": "gpt-4.1",
"ai_summary": "Assign conversations in Dynamics 365 Contact Center to previously engaged experts for improved, personalized customer support; general availability postponed from August 28, 2026.",
"ai_topics": [
"Dynamics 365 Apps",
"Dynamics 365 Contact Center"
],
"category": "stayInformed",
"details_map": {},
"id": "MC1446228",
"importance": 4,
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"last_modified": "2026-08-17T20:56:49Z",
"ms_products": [
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],
"platforms": null,
"roadmap_ids": [],
"services": [
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],
"severity": "normal",
"tags": [
"Updated message",
"New feature"
],
"title": "Dynamics 365 Contact Center - Assign conversation to expert who engaged with the customer previously"
}
}