Dynamics 365 Customer Service – Enforce governance policy

We are announcing the ability to enforce governance policy in Dynamics 365 Customer Service. This feature will reach general availability on June 19, 2026. How does this affect me? Governance policies give users control over AI-driven customer interactions. By setting clear, configurable rules, users make sure every response meets business, legal, and regulatory standards before it reaches customers. This reduces risk, protects your brand, and keeps communication consistent and trustworthy. Governance policies are applied consistently across email engagement channels and seamlessly embedded within agent workflows, ensuring uniform enforcement of quality and compliance standards without requiring manual intervention. This approach empowers organizations to scale AI-assisted and autonomous customer engagement with confidence while upholding trust, safety, and governance. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1387846

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