Dynamics 365 Contact Center – Identify your customers with enhanced authentication

We are announcing the ability to identify your customers easier with enhanced authentication methods and mid-conversation authentication for live chat in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026. How does this affect me? This feature improves customer onboarding and engagement by expanding authentication options and enabling authentication during live interactions. Broader identity provider support improves out-of-the-box compatibility to reduce setup time and effort. Mid-conversation authentication allows service representatives and AI agents to securely assist customers who begin interactions anonymously, allowing for improved, data-driven support without disrupting the customer experience. The authentication enhancements include: Support for OAuth 2.0 authentication along with existing JWT-based authentication. Aligned authentication with Copilot Studio, enabling a consistent authentication method across Dynamics 365 Contact Center and Copilot Studio agents. Mid–conversation authentication for synchronous live chat, allowing anonymous customers to authenticate during an active conversation when prompted by a service representative or AI agent. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1265792

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