MC1096046 — Microsoft Dynamics 365 Contact Center – Transfer conversation to workgroup, queue using intent

We are announcing Copilot-powered intent-based transfer capabilities for customer service workflows. This feature will reach general availability on July 31, 2025. How does this affect me? Customer service representatives can now use Copilot-powered intent suggestions to transfer conversations to the appropriate workgroup or queue. Leveraging the intent's knowledge base, Copilot effectively routes conversations to the correct line of business. If the suggested intent or user group is incorrect,...