Dynamics 365 Contact Center – Use intent to consult with a user

We are announcing the ability for customer service representatives to use Copilot-powered intent suggestions to consult with another representative in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?
Users can select from both queues and user groups when they start the consultation process and with intent to consult with a user enabled, Copilot will effectively help the service representative choose the right user to consult with.

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 the Use intent to consult with a user article.