MC1163093 — Dynamics 365 Contact Center - Use intent to select representatives to transfer conversations

We are announcing the ability to use Copilot's intent knowledge base to route conversations to the appropriate service representative in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025. How does this affect me? The intent-based transfer routes conversations to the most appropriate user based on the conversation content. This helps to reduce the number of misrouted conversations and decreases average handling time. Administrators can enable Customer I...