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Dynamics 365 Contact Center – Use intent to consult with a user

Microsoft 365 Message Center Archive by Merill Fernando · Microsoft may not have sent this notice to your tenant.
Dynamics 365 Apps
Microsoft 365 admin center

Rollout

Rollout dates are often only in the text. When Microsoft moves them, the change shows under "What changed".

What the notice says

Microsoft’s text, with source markup removed
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 September 1, 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.

What changed

Between archive captures, newest first

The archive supplies one version of this notice.

Linked documentation

Microsoft pages the notice links to

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No related evidence found in this installation's recent collection. This does not establish that no announcement exists.

Not confirmed here

What this page cannot tell you
  • Whether your tenant is affected: this is Microsoft's notice, not a check of your settings.
ChangeIntel

An IT change radar: releases, security, known issues, retirements, documentation changes, and service status from public sources. Every item links to supporting evidence; dates and statuses can change after they are read.

Sources read 26 Oct 22:54 UTC · 271 of 272 readable · 269 fully read · documentation 469/469 current

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