Dynamics 365 Contact Center- Use representatives for commercial proactive engagement

We are announcing the ability to use representatives for commercial proactive engagement in Dynamics 365 Contact Center. This feature will reach general availability on June 30, 2026.

How does this affect me?
This feature enables administrators and journey authors to create proactive engagements in Dynamics 365 Contact Center that are compliant with the Telephone Consumer Protection Act (TCPA).

Journey authors can indicate whether a proactive engagement is part of a commercial journey, such as cross-sell or upsell outreach. When this option is selected, the system ensures that a service representative is available to speak with the customer within two seconds of the customer accepting the call. All call data is captured in Dynamics 365 Contact Center and can be used in compliance reporting.

Administrators can also define the message that will be recorded if the system detects an answering machine or voicemail.

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 Use representatives for commercial proactive engagement.