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M365 Admin
Dynamics 365 Contact Center: Use preview dial for high-value proactive engagements
A preview timer gives service representatives a configurable window to review customer history before the call begins. This timer enables more personalized, informed, and effective conversations that drive better outcomes.
Administrators can create service representative-led proactive engagements with preview dialing to support high-value customer interactions that require personalized support.
In the Copilot Service admin center, administrators and journey authors can:
- Specify if the preview dial needs to be started automatically and specify the time allowed for the representative to review the details before the call starts automatically.
- Allow the representative to choose the best number to dial from the contact phone numbers list.
