Dynamics 365 Apps

Message ID: MC1265792 We are announcing the ability to identify your customers easier with enhanced authentication methods and mid-conversation authentication for live chat in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026.How does this…

Message ID: MC1265787 We are announcing the ability for supervisors and quality managers to evaluate multiple closed conversations on demand, directly from the conversation list view, that also enables automated review of historical closed conversations in Dynamics 365 Contact Center.…

Message ID: MC1265755 We are announcing the ability to boost engagement with Copilot-powered conversational text messages in Dynamics 365 Customer Insights - Journeys in conjunction with Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026.…

Message ID: MC1265742 We are introducing consent-based recording in Dynamics 365 Contact Center to enhance trust, ensure regulatory compliance, and reduce risk during customer voice interactions. This feature captures explicit customer consent at the start of calls with voice agents.…

Message ID: MC1265750 We are announcing the ability to simulate case‑resolution flows before production in Dynamics 365 Customer Service. This feature will reach general availability on April 30, 2026.How does this affect me?This feature enables you to validate Case Management…

Message ID: MC1265753 We are announcing a new feature for Dynamics 365 Customer Service known as Case Sentiment Insights. This feature is designed to give agents and supervisors a clear, real-time view of customer sentiment across email, chat, and voice…