Dynamics 365 Contact Center - Secondary device for notifications in Digital Messaging conversations

We are announcing the ability to use a secondary device for notifications in Digital Messaging conversations in Dynamics 365 Contact Center. This feature will reach general availability on September 15, 2026.

How does this affect me?
With this feature, customer service representatives (CSRs) can set up a secondary audio device to help ensure they don’t miss assigned conversations on digital messaging channels.

Key functionality of this feature includes:

• Notification type control: CSRs can configure secondary device sound settings at the notification type level, including incoming conversation alerts and new message alerts.
• Channel-specific settings: Settings can be applied at the individual digital messaging channel level, giving each representative control over their audio notification experience.
• User-level personalization: Each CSR manages their own secondary device preferences with no impact on other representatives or existing channel configurations.

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