Dynamics 365 Customer Insights – Journeys – Transform your outreach with Copilot-powered voice conversations [MC1101839]
Posted inDynamics 365 Apps

Dynamics 365 Customer Insights – Journeys – Transform your outreach with Copilot-powered voice conversations [MC1101839]

Message ID: MC1101839We are announcing the ability to leverage Copilot Studio agents to engage in real-time personalized voice conversations, offering alternative, solutions-based ongoing dialogue with your customers in Dynamics 365 Customer Insights – Journeys. This feature will reach general availability…
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Dynamics 365 Customer Service – Use Copilot to generate contextual partial email content [MC1094632]
Posted inDynamics 365 Apps

Dynamics 365 Customer Service – Use Copilot to generate contextual partial email content [MC1094632]

Message ID: MC1094632We are announcing the ability to use Copilot to generate contextual partial email content for Dynamics 365 Customer Service. This feature enables customer service representatives to leverage AI assistance at any point during email composition. This feature will…
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Dynamics 365 Customer Service – Information regarding the end of support for legacy Conversation Topics [MC1088700]
Posted inDynamics 365 Apps

Dynamics 365 Customer Service – Information regarding the end of support for legacy Conversation Topics [MC1088700]

Message ID: MC1088700 (Updated)Starting June 20, 2025, we will be deprecating the legacy version of Case and Conversation Topics features in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature will reach the end of support on June…
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Microsoft Dynamics 365 Contact Center – Transfer conversation to workgroup, queue using intent [MC1096046]
Posted inDynamics 365 Apps

Microsoft Dynamics 365 Contact Center – Transfer conversation to workgroup, queue using intent [MC1096046]

Message ID: MC1096046We are announcing Copilot-powered intent-based transfer capabilities for customer service workflows. This feature will reach general availability on July 31, 2025. How does this affect me?Customer service representatives can now use Copilot-powered intent suggestions to transfer conversations to…
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Dynamics 365 Customer Insights – Journeys – Respect quiet times, engage based on location and time zones [MC1092332]
Posted inDynamics 365 Apps

Dynamics 365 Customer Insights – Journeys – Respect quiet times, engage based on location and time zones [MC1092332]

Message ID: MC1092332We are announcing the ability to ensure compliance with geographical regulations and elevate customer satisfaction by customizing quiet time rules per region in Dynamics 365 Customer Insights - Journeys. This feature will reach general availability on July 1,…
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