Dynamics 365 Contact Center – Consent-Based Recording for Voice Interactions

We are introducing consent-based recording in Dynamics 365 Contact Center to enhance trust, ensure regulatory compliance, and reduce risk during customer voice interactions. This feature captures explicit customer consent at the start of calls with voice agents. This feature will reach general availability on April 30, 2026. How does this affect me? Calls with voice agents will now include a proactive consent prompt before recording or transcription begins. If consent is declined, calls continue without recording or transcription, and this preference carries over if the call transfers to a service representative. This ensures a consistent, privacy-respecting experience and helps meet voice-specific compliance requirements. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1265742

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