Dynamics 365 Contact Center – Use redesigned embedded CSR widget for Contact Center

We are announcing the redesigned embedded customer service representative (CSR) widget in Dynamics 365 Contact Center. This enhancement will reach general availability on September 30, 2026. How does this affect me? When you run Dynamics 365 Contact Center inside an existing CRM, you can adopt a redesigned embedded experience that reduces UI latency and makes it easier for CSRs to manage multiple conversations with always-visible SLA timing. This redesign delivers an embedded widget that runs inside your host application while preserving core agent workflows. The redesigned widget improves high-frequency handling scenarios by keeping multi-conversation context visible, preserving session state when switching, and surfacing SLA timing signals directly in the inbox and active conversation. It also supports a modular, widget-based approach, so the same core components can be reused across deployment models, reducing long-term divergence between embedded and standalone experiences. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1465319

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