Dynamics 365 Contact Center – Use intent to consult with a user
We are announcing the ability for customer service representatives to use Copilot-powered intent suggestions to consult with another representative in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025. How does this affect me? Users can select from both queues and user groups when they start the consultation process and with intent to consult with a user enabled, Copilot will effectively help the service representative choose the right user to consult with. What action do I need to take? This message is for awareness and no action is required. If you would like more information on this feature, please visit the Use intent to consult with a user article. Message ID: MC1168097
The post Dynamics 365 Contact Center – Use intent to consult with a user appeared first on M365 Admin.
Published on:
Learn more
Related posts
Power Platform – GitHub support for source code integration in Power Platform
We are announcing GitHub support for source code integration in Power Platform. This feature will reach public preview on August 31, 2026. How...
Dynamics 365 Customer Service and Dynamics 365 Contact Center – Detect intraday volume spikes with workforce alerts
We are announcing the ability to create volume spike alerts and in-app notifications in Dynamics 365 Customer Service and Dynamics 365 Contact...
Dynamics 365 Customer Service and Dynamics 365 Contact Center – Planning group support in Adherence tracker
We are announcing the ability to use planning group support in Adherence tracker in Dynamics 365 Customer Service and Dynamics 365 Contact Cen...
New Defender for Identity health alert for missing domain controller network traffic
Microsoft Defender for Identity now includes a health alert for missing domain controller network traffic, helping administrators detect traff...
New Defender for Identity health issue for missing Windows events from a domain controller
Microsoft Defender for Identity now includes a new sensor health issue, “No Windows events received from domain controller,” to al...
Microsoft Teams: Teams Events Attendance and Engagement Report Policy
Microsoft is introducing a new policy separating Teams Events attendance and engagement report controls from Teams Meetings, managed via CsTea...
Copilot in Excel – Power BI Grounding
Microsoft Copilot in Excel now integrates with Power BI reports, allowing users to query governed, permission-controlled data directly in Exce...
Microsoft Purview: Data Lifecycle Management- Azure PST Import
Azure PST Import enables Microsoft 365 admins to import PST files from Azure Blob Storage into Exchange Online mailboxes using PowerShell. It ...
Copilot Chat can float over your Outlook iPad and Mac window
Copilot Chat in Outlook for Mac and iPad can now pop out into a separate floating window, allowing easier multitasking. This feature, enabled ...
60-Day Reminder: Windows Server 2022 will reach end of mainstream support on October 13, 2026
On October 13, 2026, Windows Server 2022 will reach end of mainstream support. The October 2026 security update will be the last mainstream su...