Dynamics 365 Contact Center – Consult with workgroup, queue using intent

Originally posted by Microsoft Oct 1, 2025 Uncategorized 0 Comments

We are announcing the ability to use Copilot’s intent knowledge base to effectively consult with the required workgroups and queues in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?

This new intent-based consultation feature enhances customer service operations by intelligently guiding requests to the most suitable workgroup or queue. Leveraging Copilot’s knowledge base, the system recommends the right expert or team, making the consultation process faster and more precise.

To enable this feature when available, administrators should activate the Customer Intent Agent and set up intent-based routing within the Copilot Service admin center. Once configured, agents benefit from Copilot’s intelligent suggestions, ensuring conversations are directed to the best-suited workgroup or queue every time. This approach streamlines support, improves operational efficiency, and helps customers connect with the specialists most equipped to address their needs.

What action do I need to take?

This message is for awareness, and no action is required.

Message ID: MC1163097