Recorded 16 Oct 2026 at 20:17 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.
Dynamics 365 Contact Center: Service representative experiences - Use pinned contacts and queues during consult and transfer
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
What it said
- Roadmap ID
- 576875
- Status
- Launched
- General availability target
- June CY2026
- Preview target
- Not stated
- Products
- Dynamics 365 Contact Center
- Clouds
- Worldwide (Standard Multi-Tenant)
- Release phases
- General Availability
- Platforms
- Web
- Added to the roadmap
- 16 Oct 2026 19:10 UTC
- Last changed
- 16 Oct 2026 19:10 UTC
Recorded links
Source evidence when recorded
- Microsoft 365 roadmap
- Complete at observationRead 16 Oct 2026 at 20:16 UTC
Coverage describes the sources at this observation. A complete read then does not establish their current position.
What changed
First observed 16 Oct 2026No field changes in the recorded history.
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