![Dynamics 365 Contact Center – Use time-out rules for automated actions to meet SLAs [MC1065632]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-droosmo-2958565-1024x683.webp "Dynamics 365 Contact Center - Use time-out rules for automated actions to meet SLAs [MC1065632] 1")
Message ID: MC1065632
We are announcing the Use time-out rules for automated actions feature for Dynamics 365 Contact Center. This feature allows administrators to set up automatic actions on messaging conversations with time-based SLAs to improve CSAT and boost representatives’ productivity. This feature reached general availability on April 30, 2025.
How does this affect me?
Administrators can configure the time-out rules for conversations that come through the asynchronous messaging channels.
In the Dynamics 365 Contact Center admin center, under Productivity, the Timeout rules option can be used to enable the following actions based on business service-level agreements:
- Send an automatic reply to a customer to engage them again if they’re unresponsive after a certain period.
- Close conversations automatically after the configured idle time that’s indicated by no customer responses, so that representative’s capacity is released to help other customers waiting in the queue.
- Send follow-up messages to customers to remind them to connect back to make progress on their support conversations.
- Reduce average handling time for service representatives.
What do I need to do to prepare?
This message is for awareness and no action is required.
Source: Microsoft
![Microsoft 365 Copilot for Sales – Save AI-generated meeting notes into CRM directly from Microsoft Teams [MC1065646]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-slover-940271-150x150.webp "Microsoft 365 Copilot for Sales - Save AI-generated meeting notes into CRM directly from Microsoft Teams [MC1065646] 2")
![Microsoft 365 Copilot for Sales – Get automated insights for seamless customer meeting preparation [MC1065649]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-d123x-792289-150x150.webp "Microsoft 365 Copilot for Sales - Get automated insights for seamless customer meeting preparation [MC1065649] 3")
The recent announcement regarding the “Use time-out rules for automated actions” feature in Dynamics 365 Contact Center is certainly a game-changer for both administrators and users. By implementing time-based SLAs, this update aims to enhance customer satisfaction (CSAT) and streamline the workflow for service representatives.
For administrators, the flexibility to configure time-out rules means a significant reduction in manual follow-ups and a boost in overall efficiency. Imagine having the power to automatically send reminders or close out conversations that have gone quiet—it’s like having a virtual assistant that never takes a coffee break! This feature allows admins to ensure that no customer is left hanging, while also optimizing the representatives’ time.
On the user side, customers can expect a more responsive and engaging experience. Those automatic replies and follow-ups will keep them in the loop, reducing frustration and enhancing their overall experience. And let’s be honest, who doesn’t appreciate a gentle nudge to keep the conversation rolling?
As for the impact of these changes, it appears to be quite significant. By reducing idle time in conversations, representatives can focus on helping more customers, ultimately leading to improved service levels. This efficiency could very well translate into a happier customer base and better metrics all around.
In a nutshell, this update is like adding a turbocharger to your customer service engine—more speed, more efficiency, and hopefully, happier customers.
What are your thoughts on this update? Do you think it will truly enhance the customer experience? Let’s hear from you in the comments! For more insights and discussions on similar topics, check out other posts on https://mwpro.co.uk.