Dynamics 365 Contact Center – Use time-out rules for automated actions to meet SLAs

We are announcing the Use time-out rules for automated actions feature for Dynamics 365 Contact Center. This feature allows administrators to set up automatic actions on messaging conversations with time-based SLAs to improve CSAT and boost representatives’ productivity. This feature reached general availability on April 30, 2025. How does this affect me? Administrators can configure the time-out rules for conversations that come through the asynchronous messaging channels. In the Dynamics 365 Contact Center admin center, under Productivity, the Timeout rules option can be used to enable the following actions based on business service-level agreements: Send an automatic reply to a customer to engage them again if they’re unresponsive after a certain period. Close conversations automatically after the configured idle time that’s indicated by no customer responses, so that representative’s capacity is released to help other customers waiting in the queue. Send follow-up messages to customers to remind them to connect back to make progress on their support conversations. Reduce average handling time for service representatives. What do I need to do to prepare? This message is for awareness and no action is required. Message ID: MC1065632

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