Dynamics 365 Contact Center - Orchestrate conversation distribution with natural language playbooks

We are announcing the ability to orchestrate conversation distribution with natural language playbooks in Dynamics 365 Contact Center. This feature will be generally available by November 30, 2026.

How does this affect me?
Users will be able to configure natural-language playbooks to automatically manage conversation priority, overflow handling, representative assignment, and routing as conditions change throughout the conversation lifecycle.

Key capabilities will include:

• Dynamic priority escalation: Adjust priority based on wait time, queue transfers, customer tier, and other conditions.
• Overflow handling: Trigger callbacks, route conversations to alternate queues, expand assignment eligibility, notify supervisors, or send contextual customer messages when defined conditions occur, including for direct inward dial calls.
• Preferred representative assignment: Reconnect customers with previously engaged or preferred representatives when available and within capacity, with fallback to another qualified representative.
• Bullseye routing: Expand the pool of eligible representatives over time based on skills, proficiency, teams, or other criteria.

Users will configure playbooks through guided templates with built-in validation to identify conflicts before publication. Publishing a playbook will consume Copilot credits. No Copilot credits will be consumed during runtime when playbooks process conversations.

Existing customers can continue using their current conversation orchestration playbooks, and new customers can create playbooks.

What action do I need to take?
Users will need to enable the conversation orchestration toggle to use this capability. Enabling the toggle will not consume Copilot credits.

If you would like more information on this feature, please visit Orchestrate conversation distribution with natural language playbooks.