MC1483413 - Dynamics 365 Contact Center - Assign conversation to expert who engaged with the customer previously

Microsoft 365 Message Center announcement MC1483413.

MS Message Center's Summary

Microsoft is introducing a new feature in Dynamics 365 Contact Center allowing service teams to route incoming customer interactions back to preferred experts who previously handled them. General availability is scheduled for October 30, 2026. Administrators can configure natural language playbooks and lookback windows to manage routing logic and agent capacity. This update requires no immediate administrative action while aiming to improve resolution speed and customer satisfaction.

Administrator impact
No direct administrator action is required.
End user impact
End users will experience more consistent support as they are reconnected with experts who already understand their history.
Importance
2/10: This is a new informational feature update for Dynamics 365 with no required administrative preparation.
Message Center ID
MC1483413
Category
stay Informed
Severity
normal
Services
Dynamics 365 Apps
Tags
New feature
Published
2026-09-30
Last updated
2026-09-30
Expires
2026-10-30

We are announcing the ability to assign conversations to experts who engaged with the customer previously in Dynamics 365 Contact Center. This feature will reach general availability on October 30, 2026. How does this affect me? This feature will enable users to assign conversations to a previously engaged or preferred expert, leveraging historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand their issue. When the previous or preferred expert is unavailable, assignments seamlessly fall back to the next best qualified expert, preserving service levels and reliability. This capability reduces repeat explanations, accelerates resolution times, and improves customer satisfaction, helping businesses lower cost to serve while delivering more consistent, personalized support experiences at scale. Administrators define assignment logic using natural language-based playbooks in conversation orchestration, with configurable lookback period to determine the time range until when the system should look for a previously engaged expert. For asynchronous conversations, administrators can also choose to reconnect customers with the same expert by checking the expert's current presence status and honoring active conversation limits, ensuring returning conversations are assigned only when the expert has capacity to engage. 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 Assign conversation to expert who engaged with the customer previously .