Dynamics 365 Contact Center – Customize transfers and consults for queues, representatives

We are announcing the ability to customize transfers and consults for queues and customer service representatives in Dynamics 365 Contact Center. This feature will reach general availability on January 26, 2026.

How does this affect me?
This feature allows administrators to manage the queues or customer service representatives who are available during a consult or transfer action. On the Consult and transfer page in the Copilot Service admin center, administrators can configure FetchXML queries for the following scenarios:

• Consult to queue
• Consult with a representative
• Transfer to a queue
• Transfer to a representative

The system dynamically tailors the queues or customer service representatives that can be consulted with or transferred to according to your configuration options.

What action do I need to take?
This message is for awareness, and no action is required.