Dynamics 365 Customer Service – Perform bulk actions on filtered conversations

We are announcing the ability to perform bulk actions on filtered conversations in Dynamics 365 Customer Service. This feature will reach general availability on October 31, 2025. How does this affect me? With this feature, supervisors can take bulk actions on multiple conversations at once by filtering conversations based on key attributes such as intent group, related intents, queue, and status. You can find these new capabilities directly in the Omnichannel real-time analytics dashboard within Customer Service workspace. The bulk action workflow includes:

• Flexible search options: Filter conversations by using either structured fields or natural language queries.

Bulk actions include:

• Assign to Queue: Assign conversations to the appropriate queue based on agent skills or availability.
• Customer Messaging (C2): Send wrap-up messages to customers to provide resolution and closure outside the conversation channel.
• Agent Notifications: Notify agents with real-time updates or guidance related to specific conversations.
• Bulk Close: Close multiple conversations at once.

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 Perform bulk actions on filtered conversations.