We are announcing the ability to use preview dial for high-value proactive engagements in Dynamics 365 Contact Center. This feature will reach general availability on March 31, 2026.
How does this affect me?
This feature enables administrators to create service representative-led proactive engagements with preview dialing to support high-value customer interactions that require personalized support.
In the Copilot Service admin center, administrators and journey authors can:
- Specify if the preview dial needs to be started automatically and specify the time allowed for the representative to review the details before the call starts automatically.
- Allow the representative to choose the best number to dial from the contact phone numbers list.
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Use preview dial for high-value proactive engagements.
Source: Microsoft
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