MC1163097 — Dynamics 365 Contact Center - Consult with workgroup, queue using intent

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, makin...