Dynamics 365 Customer Service – New timeout rules logic for Representative Non-Response time and open state conversation [MC1165529]

Message ID: MC1165529
We are announcing new timeout rules logic for Representative Non-Response Time and open state conversations in Dynamics 365 Customer Service. This feature will reach general availability on November 3, 2025.

How does this affect me?
We are updating the logic for the Representative Non-Response Time event to encompass a more holistic approach. The following describes the new logic for the Representative Non-Response Time trigger event:

On initial contact between the service representative and the customer, if the customer has sent a message and started the chat, the system will calculate the time that the customer has been waiting after the representative is actively on the conversation:

1. Once Representative Notification accepted, auto-assign Notification timeout, or Force Assign via Supervisor occurs, then:
   1. Representative Non-Response Time = Current Time – Representative assignment time


2. Once there is rapport (back and forth messages), the Representative Mid-conversation Logic will be used:
   1. Representative Non-Response Time = Current Time – Last customer message
   2. The Last customer message is determined by the duration the service representative has not responded to the customer’s most recent message.

What action do I need to take?
This message is for awareness, and no action is required.

Source: Microsoft

Latest Posts