Dynamics 365 Contact Center - Use enhanced customer-first direct callbacks

MC1411146 · published Jul 1, 2026 · 0 comments

We are announcing the ability to use enhanced customer-first direct callbacks in Dynamics 365 Contact Center. This feature will reach general availability on July 31, 2026. How does this affect me? With this feature, a callback is initiated when customers reach the front of the line, so that they never lose their place. To increase efficiency, the callback ensures that the customer is available before a customer service representative is assigned. Key functionality of this feature includes:Custo...