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

Update: Release of this feature has been postponed; we will announce a new date in the future.

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 August 28, 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.