Update: Release of this feature has been postponed; we will announce a new date in the future.
We are announcing the ability to create proactive engagements within Dynamics 365 Contact Center that complies with the Telephone Consumer Protection Act. This feature will reach general availability on October 31, 2025.
How does this affect me?
Journey authors can specify if a proactive engagement is part of a commercial journey, like cross-selling or upselling. This setting ensures a customer service representative is available to talk with a connected customer in under two seconds after the customer accepts the call. Call data is available in Dynamics 365 Contact Center to use in your compliance reports.
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 Use representatives for commercial proactive engagement.
Source: Microsoft
<<< [MC1163122] Archive
Tooltip: View earlier revisions of this post
Latest Posts
- Dynamics 365 Contact Center – Transfer conversation to workgroup, queue using intent [MC1181910]![Dynamics 365 Contact Center – Transfer conversation to workgroup, queue using intent [MC1181910] 2 pexels pixabay 147411](data:image/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==) 
- Dynamics 365 Contact Center – Enable SIP X header support for context transfer [MC1181912]![Dynamics 365 Contact Center - Enable SIP X header support for context transfer [MC1181912] 3 pexels googledeepmind 17483873](data:image/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==) 
- Microsoft Dataverse[MB3.1][JW3.2][AL3.3], Dynamics 365 Apps – Storage capacity and entitlements update [MC1181915]![Microsoft Dataverse[MB3.1][JW3.2][AL3.3], Dynamics 365 Apps – Storage capacity and entitlements update [MC1181915] 4 pexels enginakyurt 1435537](data:image/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==) 
- GCP Release Notes: October 30, 2025 
![Dynamics 365 Contact Center – Use representatives for commercial proactive engagement [MC1163122] 1 Dynamics 365 Contact Center – Use representatives for commercial proactive engagement [MC1163122]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-blooddrainer-391831-1024x683.webp)
![Dynamics 365 Contact Center – Transfer conversation to workgroup, queue using intent [MC1181910] 2 pexels pixabay 147411](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-pixabay-147411-150x150.webp)
![Dynamics 365 Contact Center - Enable SIP X header support for context transfer [MC1181912] 3 pexels googledeepmind 17483873](https://mwpro.co.uk/wp-content/uploads/2025/06/pexels-googledeepmind-17483873-150x150.webp)
![Microsoft Dataverse[MB3.1][JW3.2][AL3.3], Dynamics 365 Apps – Storage capacity and entitlements update [MC1181915] 4 pexels enginakyurt 1435537](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-enginakyurt-1435537-150x150.webp)

![Microsoft 365 Copilot: Information about billing plan setup for Microsoft 365 Copilot Chat [MC1164380] 6 Microsoft 365 Copilot: Information about billing plan setup for Microsoft 365 Copilot Chat [MC1164380]](https://mwpro.co.uk/wp-content/uploads/2025/06/pexels-andre-furtado-43594-1263985-96x96.webp) 
 ![(Updated) Microsoft Exchange Online: New limit for dynamic distribution groups (DDGs) [MC1163757] 7 (Updated) Microsoft Exchange Online: New limit for dynamic distribution groups (DDGs) [MC1163757]](https://mwpro.co.uk/wp-content/uploads/2025/06/pexels-googledeepmind-17483873-96x96.webp)