MC1484604 - Dynamics 365 Contact Center - Use after conversation presence status for wrap-up activities
Microsoft 365 Message Center announcement MC1484604.
MS Message Center's Summary
Microsoft is introducing dedicated after conversation presence states for Dynamics 365 Contact Center agents starting October 30 2026. This capability automatically applies distinct system presence states like Busy or DND for post conversation wrap up activities. Administrators should review their configuration settings in the admin center to determine how these automated states apply to their support teams.
- Administrator impact
- No direct administrator action is required.
- End user impact
- Agents will have automated presence states applied during post conversation wrap up activities to clearly indicate their availability status.
- Importance
- 3/10: This is a standard feature update that introduces operational visibility improvements without requiring immediate administrative intervention.
- Message Center ID
- MC1484604
- Category
- stay Informed
- Severity
- normal
- Services
- Dynamics 365 Apps
- Tags
- New feature
- Published
- 2026-10-01
- Last updated
- 2026-10-01
- Expires
- 2026-11-01
We are announcing the ability to use after conversation presence status for wrap-up activities in Dynamics 365 Contact Center. This feature will reach general availability on October 30, 2026. How does this affect me? This feature disambiguates the Busy/DND presence state of a representative by letting the supervisor clearly distinguish agents performing after-conversation wrap-up work from representatives who are generally Busy or in DND, reducing operational ambiguity. After conversation work presence (ACW) introduces dedicated, system-driven presence states like Busy - After Conversation Work or DND - After Conversation Work , to indicate the post-conversation wrapping-up state of the customer service representatives. These states are automatically applied to a representative by the system when they are wrapping up the conversation, depending on how the administrator has configured the wrap-up experience in the admin center. The presence status is set by the system and is visually distinct from other manually set or system evaluated Busy/DND presence states. What action do I need to take? This message is for awareness, and no action is required.