In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. Unified routing capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help organizations continuously fine-tune their operations. Least active routing assigns work items based on when service representatives finish their last conversation. Initially used for voice channels, this strategy is now extending to messaging channels, with the additional ability to factor in the load on a service rep, based on the concurrent conversations being handled. 

What is least active routing?

Least active routing fairly distributes tasks among service representatives by considering last capacity release time. This ensures adequate rest between tasks, better utilization, improved customer satisfaction, as well as better customer service representative satisfaction. 

Enhancements to least active routing 

The extension of least active routing to messaging channels brings two significant enhancements. First, it has the ability to factor in the concurrent workload of a service representative. And second, it considers the workload and conversation completion across voice and messaging channels. These enhancements ensure fair and efficient workload distribution in a blended workforce handling multiple channels and individual service reps handling multiple conversations at the same time. 

Least active routing in action  

Contoso Health is a multinational healthcare and insurance provider. It has a large customer support organization covering more than 20 product lines, handled by more than 5,000 service representatives worldwide. Customers either call the contact center or use the chat option on the website to get their queries resolved. 

In the contact center, a service representative can talk to only one customer at a time while engaging with up to three customers over chat in parallel. Eugenia, the director of customer support at Contoso, observes that some of her service representatives are being utilized up to 95% in their schedule. Meanwhile, others are occupied only for only 70-75%, and she wants to solve this problem. While doing that, she also wants to make sure not to impact the key metrics like customer satisfaction and SLAs. She comes across the least active routing assignment method and tries it for voice and messaging queues. 

Scenario 1: Different workloads across service reps 

Oscar Ward and Victoria Burke are two service representatives with the same skills. Oscar works on the Members Messaging queue, while Victoria works on Members Messaging and Returns Voice queues. 

• Number of conversations with Oscar: 1 chat 

• Number of conversations with Victoria: 1 call and 1 chat 

At 1:00 PM, a new chat conversation arrives. 

Because Oscar has fewer concurrent conversations than Victoria, the new chat is assigned to Oscar. 

Scenario 2: Equal workloads across service reps 

Maya and Hailey are two service representatives with the same skills. Maya works on the messaging queue for Orders, while Hailey works on the messaging queue for Orders and Voice queue for Delivery queries. 

Let’s assume that Hailey is working on a call and chat at the same time while Maya is engaged in two chat conversations. 

Maya completes one of the chats at 1:55 PM, and Hailey completes the chat at 2:00 PM. A new chat conversation arrives at 2:05 PM. 

• Number of conversations with Hailey: 1 call 

• Number of conversations with Maya: 1 chat 

Because both Maya and Hailey have the same number of active assignments, the least active assignment strategy considers the last capacity release time across both voice and messaging queues. 

Maya is determined to be least active compared to Hailey and therefore, the new chat is assigned to Maya. 

Note: Least active routing can also be used as an Order by  condition in the custom assignment methods.

Build custom reports to monitor an agent’s last capacity release time  

The least active assignment method works based on when the agent ended his or her last conversation. This data about the agent’s last call end time or last capacity release time, is available in the Dataverse entity ‘msdyn_agentchannelstateentity’. Organizations can use the model customization feature in Dynamics 365 Customer Service to build a custom report that provides a view of this data. 

Learn more 

To learn more about least active routing, read the documentation: Assignment methods for queues | Microsoft Learn 

Related articles:

• Enhance agent utilization and engagement with least active routing  – Microsoft Dynamics 365 Blog 

• The right work assignment method can improve agent satisfaction and utilization – Microsoft Dynamics 365 Blog 

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In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems. 

Dynamics 365 Contact Center provides presence synchronization APIs for server-to-server synchronization. These APIs allow for programmatically accessing and updating the status of service representatives, subscribing to presence change events, and maintaining consistent status updates across platforms. This ensures that service rep availability is accurate across all systems.  

To understand the practical application of presence synchronization APIs, let’s consider the example of Contoso Bank. Contoso Bank has developed a collaboration application for their bank managers who handle priority customer calls in Dynamics 365 Contact Center but also need to use the collaboration tool for internal communications. By leveraging the presence synchronization APIs, Contoso Bank can synchronize the availability of managers between the collaboration tool and Dynamics apps. This ensures that when a bank manager is on a call, their status appears in the collaboration tool, preventing any interruptions or overbooking. 

Presence APIs offer several key benefits to enhance your contact center operations: 

• Access and update presence status: Programmatically access and update the presence status of service representatives in Dynamics 365. This ensures their availability is accurate across all systems. 

• Avoid overbooking: Synchronize presence status to prevent service representatives from receiving multiple tasks simultaneously. This helps to avoid overbooking and potential service disruptions. 

• Cross-platform synchronization: Maintain consistent service representative status updates across platforms. 

How does it work? 

Presence APIs provide several methods to manage service representative availability: 

• Get presence: Retrieve the current presence status of a service representative. 

• Modify presence: Update the presence status of a service representative. 

• Subscribe to presence changes: Subscribe to presence change events to receive real-time updates. 

Learn more about presence APIs

To learn more, read the documentation: Synchronize service representative presence status across multiple systems | Microsoft Learn 

The post Synchronize service rep availability across platforms with presence APIs  appeared first on Microsoft Dynamics 365 Blog.

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. This is built on top of the existing Dynamics 365 Customer Service capabilities. Today, we’re excited to announce the launch of the Desktop companion application (DCA) to further seamlessly allow service representatives and customers to speak more reliably and efficiently. 

Faster connections, reliable service 

Web crashes, freezes, and refreshes occur as a part of routine service. But what if these web glitches didn’t have to disrupt your service?

We built DCA to ensure representatives and customers stay connected during web application malfunctions. This vision is already enhancing customer service outcomes at scale. Customers across the world, including VIVID, use DCA daily after starting as our first preview customer months ago.

VIVID is a major housing provider that used our CCaaS solution to transform both the customer and employee experience. Call abandonment rates have plummeted, average speed to answer has fallen from six minutes to under a minute, and digital engagement has surged. Since adopting the platform, customers have seen faster first responses, a decrease in Bluetooth connectivity issues, and calls handled with increased reliability without call drops.  

“Our calls are connecting quicker. It’s so speedy for agents to be able to answer the call and talk directly to them. The delay between accepting calls and being able to hear the customer has gone.” – VIVID 

Explore how VIVID enhanced customer and staff experiences

How to use DCA 

Once the admin for the organization installs DCA onto all service representatives’ machines, reps will be able to see all the important details of a call on the DCA screen. These details include calls on hold, active calls, and mute and end call buttons. The bottom line shows the connectivity status of DCA, and in the web application, a web browser extension does the same. 

Further, CSRs can set their own language and device settings while checking for updates in the Settings tab. 

With the Desktop companion application (DCA), contact centers can ensure a faster, more reliable calling experience for customers. Additionally, service reps can work more effectively with fewer disruptions.

Learn more  

Watch a quick video introduction.

Read the documentation: 

• Install and manage Desktop companion application for voice channel | Microsoft Learn 

• Use the Desktop companion application with the voice channel | Microsoft Learn 

The post Try Desktop companion application for Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve overall customer trust and loyalty. 
 
With Dynamics 365 Contact Center’s CCaaS APIs, you can build intelligent callback workflows that respect customer preferences. 

Scheduling the callback with CCaaS_CreateProactiveVoiceDelivery 

You can use this API to schedule the callback within the customer’s preferred time window. 

Key Parameters: 

• DestinationPhoneNumber: Customer’s phone number. 

• ProactiveEngagementConfigId: Reference to the runtime configuration.  

• ContactId: CRM contact ID. 

• Windows: Preferred callback time slots. 

• InputAttributes: Optional JSON for personalization. 

Sample Request:

{ 
  "ApiVersion": "1.0", 
  "ProactiveEngagementConfigId": "cbbac510-3e66-ef11-a671-6045bd03d9d8", 
  "DestinationPhoneNumber": "+123456798", 
  "ContactId": "761e062f-c734-ef11-8e4f-00224808a166", 
  "Windows": [ 
    { "Start": "2024-09-10T13:00:00Z", "End": "2024-09-10T15:59:59Z" }, 
    { "Start": "2024-09-11T13:00:00Z", "End": "2024-09-11T15:59:59Z" } 
  ], 
  "InputAttributes": { 
    "type": "callback", 
    "customerNotes": "my printer is mixing colors" 
  } 
}

Real-world applications of callback scheduling 

Website callback widgets 

When a customer visits your support or contact page, a callback widget can offer immediate or scheduled callback options based on business hours and queue configurations.  

Mobile app click-to-call 

In industries like banking, insurance, or healthcare—customers often request help from their mobile app. Instead of routing them to a potentially long queue, the app can offer a “Call me now” (if it determines that the CSRs are available) or “Schedule a callback” option. 

Chatbot escalation 

When a chatbot reaches the limits of its capabilities, it can offer a callback instead of transferring to a live CSR. The bot can schedule the callback using the proactive voice delivery API. 

Voice AI agent deflection 

With CCaaS APIs, your IVR can detect when queues are full and offer a callback option to customers if the wait times are high. 

 By combining availability checks with scheduled callbacks, you can deliver callbacks that are timely, efficient, and customer friendly while optimizing CSR utilization. 

Learn more

To learn more, read the documentation: Use CCaaS_CreateProactiveVoiceDelivery API.

The post Smarter callbacks with availability-aware scheduling CCaaS APIs appeared first on Microsoft Dynamics 365 Blog.

The way sellers sell will change dramatically due to AI. In the ever-evolving landscape of sales, technology has consistently played a pivotal role in shaping strategies and outcomes. Each technological disruption has brought challenges and opportunities, from the shift to cloud computing to the advent of mobile work and the rise of social media platforms like LinkedIn. Reflecting on past disruptions is critical to navigating the future more effectively as we face another transformative wave with Microsoft Copilot and agents. 

See the latest offerings from Microsoft to help scale sales teams with Copilot and agents. 

The shift from on-premises to cloud computing 

The transition from on-premises solutions to cloud computing was a monumental shift that redefined the sales landscape. Companies that embraced the cloud early on reaped significant benefits, including scalability, cost-efficiency, and enhanced collaboration. However, this transition was challenging. 

Key pitfalls of the transition to cloud computing

• Security concerns. Many companies initially hesitated to move to the cloud due to security concerns. The fear of data breaches and losing control over sensitive information led to resistance and slow adoption. 
• Integration challenges. Integrating cloud solutions with existing on-premises systems proved to be a complex and time-consuming process. Companies that underestimated the integration effort faced operational disruptions. 
• Change management. The shift to the cloud required a cultural change within organizations. Companies that could have managed this change effectively struggled with employee resistance and low adoption rates. 

What shifting to cloud computing processes teaches us about AI adoption

• Address security concerns early. Like cloud computing, security is a primary concern with AI solutions like Copilot and agents. Companies should invest in robust security measures and communicate these effectively to build trust. In addition, companies will want to use language models that are not trained using company data. 
• Plan for integration. AI must integrate seamlessly with existing systems and workflows. A well-thought-out integration plan will be crucial to avoid disruptions. Using AI in the tools that organizations are already using will allow for a smoother implementation. 
• Focus on change management. AI will significantly change how teams operate. Effective change management strategies, including training and clear communication, will drive adoption. Implementing Copilot and agents within existing applications can lower the entry barrier, allowing employees to experiment without learning a whole new application. 

To help ensure successful adoption across your organization, explore the Microsoft 365 Copilot for Sales Success Kit to accelerate sales transformation with AI.

The advent of mobile work 

The introduction of mobile phones and the ability to work through apps revolutionized sales. It allowed sellers to access information, communicate with clients, and close deals from anywhere, any time. This mobility brought unprecedented flexibility and efficiency, but also introduced new challenges. 

Key pitfalls of working through mobile phones and apps

• Data security. Mobile devices became a new target for cyberattacks, and companies had to grapple with securing sensitive information on these devices. 
• Device management. Managing a diverse range of devices and ensuring compatibility with enterprise systems was a significant challenge. 
• Work-life balance. The ability to work anytime, anywhere blurred the lines between work and personal life, leading to burnout and decreased productivity. (I’m sure many of us can relate to that still today.) 

What working via mobile teaches us about AI adoption

• Enhance data security. As AI tools become more prevalent, ensuring the security of data generated and used by these tools will be paramount. 
• Standardize tools. To avoid compatibility issues, companies should standardize the generative AI tools and platforms they currently use. 
• Promote work-life balance. Generative AI can enhance productivity, but setting boundaries to prevent burnout is essential. Encourage employees to use AI tools to work smarter, not harder. 

Explore tools, practices, and policies Microsoft has created to uphold responsible AI principles. 

Selling on social media: The LinkedIn revolution 

The rise of LinkedIn transformed sales by providing a platform for networking, lead generation, and brand building. Sellers that used social media platforms gained access to new leads and opportunities. However, the platform also presented new challenges. 

Key pitfalls of using social media for sales

• Content overload. With the influx of content on LinkedIn, standing out became increasingly difficult. Companies that could have created compelling and relevant content struggled to capture attention. 
• Authenticity issues. The pressure to maintain a professional image led to inauthentic interactions, which could damage trust and relationships. 
• Metrics misalignment. Many companies focus on vanity metrics like likes and shares rather than meaningful data points such as engagement and conversion. 

What selling on social media teaches us about AI adoption

• Create valuable content. Copilot and agents can help create high-quality, relevant content that resonates with the target audience. Focus on value rather than volume. 
• Maintain authenticity. Use AI to augment and enhance, not replace, human interactions. Authenticity should remain at the core of all AI-powered communications. 
• Measure what matters. Define clear metrics for success and focus on outcomes that drive business value, such as lead generation and conversion rates. 

The opportunity for early adopters of AI 

Being an early adopter of Copilot and agents presents a unique opportunity to gain a competitive edge. Companies that embrace this technology can expect several benefits: 

• Enhanced productivity. Copilot and agents can help automate repetitive tasks, allowing sales teams to focus on high-value activities. 
• Personalized customer experiences. AI-powered insights can help tailor interactions to meet individual customer needs, improving satisfaction and loyalty. 
• Innovative solutions. Early adopters can use AI to develop creative solutions and stay ahead of the competition. 

The lessons learned from previous tech disruptors provide a valuable roadmap for adopting Copilot and agents into your sales processes. By applying these learnings, companies can avoid common pitfalls and unlock the full potential of AI to drive growth and innovation. The future of sales is bright with the power of AI, and those who learn from the past will be best positioned to lead the way and succeed. 

Microsoft Dynamics 365 Sales

Optimize your sales with next-generation AI and insights.

Learn more

The post AI in sales: Applying historical lessons to modern challenges  appeared first on Microsoft Dynamics 365 Blog.

2025’s Gartner® CFO & Finance Executive Conference featured sessions and hands-on product demonstrations from finance and operations providers covering growth strategies, cost management tools, and of course, AI in finance. I’ve had the pleasure of attending for a few years now, and what struck me this year was the excitement and enthusiasm for not just learning about but applying agents and generative AI to financial processes. Based on the conversations I had with customers at the event, here are the three things finance leaders should know about getting started with agents and AI.

Automate high-impact processes first

The journey to AI-powered finance doesn’t require a complete overhaul—it can start with targeted, high-impact steps that build momentum and deliver measurable value. Start with areas that are ripe for automation and deliver immediate impact to your team and bottom line. Financial close, account reconciliation, and supplier communications are ideal entry points using prebuilt agents available from Microsoft, like the Supplier Communications Agent in Microsoft Dynamics 365 Supply Chain Management, which can automatically respond to vendor emails, assess supply chain disruptions, and update purchase orders—helping to ensure continuity without manual intervention.

The breadth of agent possibility doesn’t stop with what’s available today as a prebuilt solution. Microsoft empowers finance professionals to build custom agents for ERP processes, applying automation and intelligence to critical processes, like the process at the heart of finance: record to report. Imagine the impact agents can have helping your team update tax strategies in a complex macroeconomic environment or surfacing real-time financial audits. Microsoft Copilot Studio agent builder provides a simple interface to quickly and easily build agents like the Financial Insights Agent, a tool designed internally for Microsoft to help finance professionals quickly surface and analyze key financial metrics. By using Azure OpenAI and semantic search, this agent allows users to ask natural language questions like “What’s my total operational expenditure (OPEX) as a percentage of expenses?” and receive instant, contextual answers. It can significantly reduce time spent on manual data retrieval and analysis while enhancing decision making with real-time insights. This agent exemplifies how AI can transform planning and analysis workflows, helping make finance teams more agile and strategic. Build your own agent here.

Establish a Center of Innovation to upskill your finance team

Create a dedicated team or initiative to explore, test, and scale AI use cases across finance. This “Center of Innovation” can serve as a hub for experimentation, governance, and best practices—helping ensure that AI adoption is intentional, secure, and aligned with business goals. Creating space for experimentation and testing means giving finance teams the freedom to test new tools, workflows, and ideas without the pressure of immediate perfection. It involves setting up low-risk environments, like sandboxes or pilot programs, where teams can trial AI agents, automate processes, and iterate quickly. This approach fosters a culture of curiosity and continuous improvement, allowing teams to scale what works and learn from what doesn’t.

Establishing a Center of Innovation was central to the growth and success of Microsoft’s own AI adoption. Microsoft Director of Modern Finance, Cory Hrncirik, joined the Microsoft session to share tangible examples of both AI adoption and the structures put in place to get us there.

As team members begin to shift from transactional to strategic roles, it’s imperative to equip your team with the skills required to work alongside AI. This could include training on prompt engineering for your function, data literacy, and how to manage and monitor AI agents.

Microsoft Copilot Studio offers a low-code environment where finance professionals can build and customize agents without needing deep technical expertise.

Work with IT to define your human-agent operating models to scale what works

As agents take on more operational tasks, CFOs must define how humans and AI will collaborate. This includes setting clear roles, responsibilities, and oversight mechanisms. Think of your team as a hybrid workforce—where agents handle the repetitive and analytical, and humans focus on judgment, strategy, and innovation. Due to the sensitive nature of financial material, early collaboration on security and permissions with IT will be crucial to implementation and driving outcomes.

Getting started with Microsoft and Microsoft Dynamics 365

If you’re ready to start reimagining ERP processes with agents, learn more about the pre-built agents announced in April 2025, explore how the new Model Context Protocol servers for Dynamics 365 will accelerate the ability for customers to build agents, and visit “AI-Powered ERP Solutions” for more product information.

Want to dig deeper? Learn how your organization can benefit from using Dynamics 365 Finance and Dynamics 365 Supply Chain Management in a three-year projection window¹:

• 106% return on investment (ROI).
• USD8.9 million in productivity gains from unified data access, streamlined processes, and automated workflows.
• USD1.2 million in profitability improvements from real-time visibility and enhanced decision making.
• USD3.9 million in infrastructure savings by moving from legacy on-premises systems to the cloud.

These benefits are grounded in real-world outcomes and are explored deeper in a Forrester Total Economic Impact study, commissioned by Microsoft. The study’s composite organization is modeled after interviews with Dynamics 365 customers, and the report explores how teams reported significant improvements in operations.

Source:

¹The Total Economic Impact™ Of Microsoft Dynamics 365 ERP, Cost Savings And Business Benefits Enabled By Dynamics 365 ERP, a Forrester Total Economic Impact™ Study commissioned By Microsoft, April 2024

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

The post Get started with agents for finance: Learnings from 2025 Gartner® CFO & Finance Executive Conference appeared first on Microsoft Dynamics 365 Blog.

Let’s face it—customers don’t just want fast service anymore. They want businesses to know what they need before they even ask. Whether it’s a reminder about a missed payment, a heads-up about a delivery delay, or a quick check-in after a dropped call, customers appreciate when companies practice proactive engagement. 
 
At the same time, businesses are under pressure to do more with less. Reducing call volumes, improving customer service representative (CSR) productivity, and delivering consistent experiences across channels are no longer nice-to-haves—they’re essential. 
 
That’s where proactive engagement comes in. It’s about flipping the script: instead of waiting for customers to reach out, you reach out to them—with the right message, at the right time, on the right channel. At the end of the day, it’s about relationships. Proactive engagement helps businesses show up for their customers in ways that are meaningful and memorable. It’s about being there before you’re needed. About solving problems before they become complaints. About turning every interaction into an opportunity to build trust. And in a world where customer loyalty is earned one moment at a time, that makes all the difference. 

The platform behind the vision 

So how does it all work? At the heart of proactive engagement is a powerful platform built on Dynamics 365 Contact Center, Dynamics 365 Customer Insights – Journeys (CIJ), and Copilot Studio. Together, they’re changing how organizations connect with customers. 
 
With this platform, you can design intelligent, automated outreach that feels personal. For example, AI-powered voice bots can handle routine calls—like reminding someone about a payment or updating them on a service issue—while seamlessly handing off to a customer service rep when the situation calls for a more personal touch. And the best part? You don’t need to be a developer to make it all happen. The platform is designed with low-code tools. Business users can build and manage customer journeys across voice, SMS, and email—all from one place. 
 
It’s flexible, scalable, and built for the real world, where customer needs change fast and every interaction matters. 

How proactive engagement works

There are two main ways to kick off outbound interaction. One is through Customer Insights – Journeys (CIJ). This is where you can build event-driven journeys that automatically trigger calls based on real-time signals—like a missed payment or a service disruption, or segment-based journeys that target customers that meet a specific criteria. The other is through the CCaaS API, which is perfect if you already have campaign tools or CRMs in place and want to plug into the platform for things like scheduled callbacks. 
 
Once the trigger is set, Contact Center takes over. It handles the orchestration. That is, it figures out the best time to call, checking if the customer is within their preferred contact window. It also manages the pacing of calls so CSRs aren’t overwhelmed. It’s a seamless handoff and it ensures that every call feels intentional, timely, and relevant. 

Dial modes: Tailored for every scenario 

One of the most powerful aspects of proactive engagement is its flexibility, especially when it comes to placing calls. Additionally, it offers dial modes optimized for different types of customer interaction. 

Copilot dial 

This is the most automated option. The system places the call, and a conversational AI bot—your Copilot—takes the lead. It’s perfect for transactional scenarios like payment reminders, service outages, or shipping updates. Copilot can handle the entire interaction. However, if it senses the need for a more nuanced conversation, it can seamlessly bring it to a CSR. It’s a major upgrade from traditional IVR systems, offering a more natural, helpful experience. 

Preview dial 

Here, the CSR is in the driver’s seat from the start. Before the call is even placed, the CSR gets a full view of the customer context—past interactions, preferences, and the reason for the outreach. Once they’re ready, the system dials the customer. This mode is ideal for high-touch engagements where personalization is key, like follow-ups on complex service issues or high-value sales conversations. 

Progressive dial 

This mode strikes a balance between automation and human touch. The system waits until a CSR is available, then places a call to a customer. If the customer picks up, the CSR joins the conversation. It’s efficient, but still ensures that someone is ready to help the moment the customer answers. You can even use Copilot to verify the customer before the CSR joins, adding an extra layer of smart filtering. 

Use cases 

The beauty of proactive engagement is its versatility. It’s a platform that spans the entire customer journey, not just for one department or one type of interaction. Think about a utility company sending outage alerts before customers even notice a problem. Or a bank reminding customers about upcoming payments. Or a retailer following up on an abandoned cart with a personalized offer.  

Whether it’s transactional, commercial, or customer-initiated, proactive engagement makes it easy to deliver the kind of service that feels thoughtful, timely, and human. 

What’s next for proactive engagement

Microsoft is continuing to invest in expanding the capabilities of proactive engagement to support even more sophisticated, scalable, and compliant outreach. One of the most exciting additions on the horizon is predictive dialing, designed for high-volume outreach—like marketing campaigns or large-scale service updates—ensuring CSRs stay productive while customers get timely responses. This mode uses AI to forecast CSR availability and customer pickup rates, allowing the system to place multiple calls per CSR to maximize efficiency.  

Also on the roadmap: 

• Enhanced regulatory compliance for commercial calling (e.g., TCPA, OFCOM) 
• Post-call outcome processing (e.g., voicemail detection, retries) 
• Conversational SMS and Conversational WhatsApp support for outbound journeys 

Learn more about proactive engagement

To learn more, read the documentation: Configure proactive engagement (preview) | Microsoft Learn

Try the preview and ensure your organization stays ahead of customer expectations. Send your feedback to pefeedback@microsoft.com.

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