MC1165529 — Dynamics 365 Customer Service - New timeout rules logic for Representative Non-Response time and open state conversation

We are announcing new timeout rules logic for Representative Non-Response Time and open state conversations in Dynamics 365 Customer Service. This feature will reach general availability on November 3, 2025. How does this affect me? We are updating the logic for the Representative Non-Response Time event to encompass a more holistic approach. The following describes the new logic for the Representative Non-Response Time trigger event: On initial contact between the service representative and the...