Roadmap ID 576875
Launched
Dynamics 365 Contact Center: Service representative experiences - Use pinned contacts and queues during consult and transfer
Summary
In the Copilot Service admin center, administrators configure and manage pinned contacts and queues for representatives as follows:
Enable pins in the Customer settings > Manage pins > Admin pins page so that representatives pin their contacts and queues.
Pin specific contacts and queues for representatives.
Display pinned items to representatives based on business units.
Business Value
This feature streamlines your team’s workflow by removing the hassle of tracking multiple consult and transfer targets, so that your service representatives focus on delivering faster, more reliable support.
Enabled for
Enabled by admins/makers/marketers for end users
- Status
- Launched
- General availability target
- Jun 2026
- Preview target
- Not published
- Products
- Dynamics 365 Contact Center
- Clouds
- Worldwide (Standard Multi-Tenant)
- Release phases
- General Availability
- Platforms
- Web
- Added to the roadmap
- 16 Oct 2026
- Last changed
- 16 Oct 2026 · today
More Dynamics 365 changes
All Dynamics 365 roadmap itemsWhat changed
First observed 16 Oct 2026No field changes in the recorded history.
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