Dynamics 365 Contact Center – Secondary audio device for notifications in Digital Messaging conversations

We are announcing the ability for Customer service representatives (CSRs) to configure a secondary audio device for their sound setting personalization on the Digital Messaging channels in Dynamics 365 Contact Center. This feature will be available in public preview on May 22, 2026. How does this affect me? Customer service representatives (CSRs) can set up a secondary audio device to help ensure they don’t miss assigned conversations on digital messaging channels. Notification type control: CSRs can configure secondary device sound settings at the notification type level, including incoming conversation alerts and new message alerts. Channel-specific settings: Settings can be applied at the individual digital messaging channel level, giving each representative control over their audio notification experience. User-level personalization: Each CSR manages their own secondary device preferences with no impact on other representatives or existing channel configurations. What do I need to do to prepare? This message is for awareness, and no action is required. Message ID: MC1315214

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