Dynamics 365 Contact Center - View previously closed persistent conversations

We are announcing the ability to enable your site's visitors to review their previously closed conversations in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?
In the Copilot Service admin center, you can now turn on the option to show previously closed conversations to your customers for persistent chat, chat SDK, and mobile messaging SDKs. The previous conversation appears before the latest conversation, an experience that customers intuitively understand from consumer messaging apps. Brands can opt in to this feature and choose how long to keep historic conversations.

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 View previously closed persistent conversations.