Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive modernization effort, bringing a unified, intuitive, and visually engaging experience to every user—representatives, supervisors, admins, and customers alike.

What makes Fluent v2.0 different?

Fluent v2.0 delivers a consistent look and feel across all Microsoft products, with a focus on clarity, accessibility, and brand identity. For Customer Service, this means:

• Modernized hierarchy: New color and shadow tokens help users navigate screens with confidence.
• Intuitive iconography: Friendly, modern icons make every interaction inviting and easy to understand.
• Robust components: Fluent UI React components are customizable, performant, and accessible, ensuring seamless integration and usability.
• Dynamic design tokens: Flexible themes and tokens keep the experience fresh and aligned with your brand.

Every touchpoint, modernized

With Fluent v2.0, every major workspace and control in Dynamics 365 Customer Service has been thoughtfully refreshed:

Copilot ask-a-question

The Copilot ask-a-question feature now provides a larger message input field and relocated icons, making it easier for customer service representatives to interact and get fast, accurate answers in both the Copilot Service workspace and Dynamics 365 Contact Center apps.

Inbox

The inbox features a new island-style interface with rounded edges, giving it a modern look and making it easier for representatives to scan, organize, and manage conversations at a glance.

Representative scripts and macros

Scripts and macros within the productivity tools now have updated states, icons, and components. These enhancements make workflows more delightful and intuitive, helping representatives follow processes and deliver consistent, high-quality support.

Timeline

The timeline control now offers a faster, cleaner, and more interactive interface. This modernized look improves efficiency, visibility, and user satisfaction when reviewing customer history and tracking interactions.

Voice controls

Both inbound and outbound call controls have a refreshed, modern interface. Navigation is easier and more efficient, allowing representatives to handle calls with greater confidence and speed.

Multisession

Representatives can seamlessly manage multiple conversations at once, thanks to a modernized interface that keeps everything organized and accessible.

Conversation control

Chat and voice conversation controls have been redesigned for clarity and ease of use, supporting more productive and engaging customer interactions.

Active conversation form

The active conversation form now features a cleaner layout and improved navigation, helping representatives focus on the customer and resolve issues faster.

Live chat widget

The live chat widget provides a more inviting and intuitive experience, making real-time support smoother for both representatives and customers.

Case management

Case management screens now feature a modern look, with improved layouts and controls that make tracking and resolving cases easier than ever.

Knowledge articles

Knowledge management tools have better readability and navigation, helping representatives find and share information quickly.

Email

The email editor, templates, and signature controls have all been modernized, making communication clearer and more consistent.

SLA (Service Level Agreements)

SLA controls now offer a streamlined interface, making it easier to monitor and manage service commitments.

Smart Assist

Smart Assist features a refreshed interface, making AI-powered recommendations more visible and actionable for representatives.

Teams swarming

Collaboration tools like swarming in Microsoft Teams enable seamless teamwork, with clearer layouts and easier access to swarming features.

Supervisor dashboard and Power BI reports

Supervisors benefit from updated dashboards and BI reports, with improved data visualization and navigation for better decision-making.

Solving real user pain points

Before Fluent v2.0, users faced outdated interfaces, inconsistent layouts, and navigation challenges. Feedback highlighted the need for a more modern, polished, and intuitive experience—one that matches the rest of the Microsoft ecosystem and meets the standards set by competitors like Salesforce and Zendesk.

With Fluent v2.0, Customer Service now offers:

• Consistency: Every screen and control feels unmistakably Microsoft, supporting the “One Microsoft” vision.
• Accessibility: WCAG 2.1 compliance and thoughtful design ensure everyone can use the product effectively.
• Usability: Larger controls, extra padding, and simplified layouts make navigation easier for all users.

Value for every persona

The completed Fluent v2.0 rollout benefits everyone:

• Representatives enjoy a workspace that’s easier to use, more productive, and visually appealing.
• Customers experience intuitive live chat and support, leading to higher satisfaction.
• Supervisors and Admins see increased adoption, fewer issues, and improved feedback scores.

Early results show increased usage, improved Net Satisfaction (NSAT) scores, and positive feedback in user studies and A/B tests.

Fluent v2.0 ensures Microsoft Customer Service matches—and often exceeds—the design standards of leading platforms. Users can expect the same modern, consistent experience found in Teams, Outlook, and Windows 11.

Experience the difference

With all Fluent v2.0 components now available, Dynamics 365 Customer Service delivers a world-class, unified, and accessible experience. This transformation is complete—no more waiting, no more “what’s next.” Dive in and discover a modern, intuitive, and delightful workspace built for today’s users.

Ready to experience the difference? Fluent v2.0 is live across all major Customer Service components—delivering a workspace that’s modern, efficient, and built for you. If you’d like to see specific before-and-after visuals or learn more about how these improvements impact your team, let us know!

The post Fluent v2.0 for Customer Service: A unified, modern experience appeared first on Microsoft Dynamics 365 Blog.

As organizations continue to scale out digital customer service, the need for reliable automation grows. Timeout rules for automatic actions help teams maintain service-level agreements (SLAs), optimize representative workflows, and deliver consistent experiences across messaging channels. This update outlines recent enhancements, technical details, and the practical impact of timeout rules in the Copliot Service admin center.

How do you use timeout rules to automate actions?

A key use case for timeout rules is automating a “heartbeat timer” scenario.

A customer starts a chat with support via Microsoft Teams. After the representative responds, the customer stops replying. The standard process is to send a couple of messages about their inactivity and, after a period of no response, close the chat. Previously, this workflow was manual, but with timeout rules, you can now set up these actions automatically.

Timeout rules in action:

• The service representative is the last person to send a message and is now waiting for the customer to respond.
• If the customer doesn’t respond within 10 minutes, a timeout rule automatically sends a reminder message to the customer:

“Hi, just checking in—do you still need assistance?”

• If there’s still no response after another 5 minutes (15 minutes total), another notification message is sent:

“Since you have not responded in 15 minutes, we will close the chat.”

• Finally, another timeout rule closes the conversation, freeing the representative to help others.

Impact

• The representative’s queue stays manageable.
• The customer receives timely nudges, improving engagement.
• The business maintains its SLA for response times.

What are the newest updates for timeout rules?

We released timeout rules for automatic actions in April 2025 for general availability and have since made several enhancements and released additional features.

Expanded channel support

Timeout rules now support all major messaging channels, including persistent chat, SMS, Microsoft Teams, WhatsApp, Line, Messenger, WeChat, Apple Messages for Business, and live chat. Voice channels remain unsupported currently.

Moving active conversations to the waiting state

Timeout rules now support automatically moving active conversations to a waiting state on asynchronous and persistent chat channels. This helps manage idle chats efficiently. Representatives can restart the conversation later from their inbox, and thus focus on more urgent active requests.

New trigger event and fast-follow enhancement for representative non-response time (RNRT)

A new trigger event calculates how long it’s been since the representative last responded, indicating how long a customer has been waiting. If the representative is inactive for a configured period, the system can send an automatic action.

A logic update refines how RNRT is calculated:

• On initial contact, RNRT measures the time from representative assignment to first response.
• Once a conversation is underway, RNRT tracks the duration since the last customer’s message.

This ensures more accurate measurement of representative responsiveness, especially during handoffs and initial engagement.

Automatic actions

Timeout rules can trigger several automatic actions:

• Close conversation: Ends idle conversations, freeing representative capacity.
• Send a message: Sends a message to the customer as a representative or to a representative as a system message to prompt action.
• Active to Waiting: Moves active chats to a waiting state for asynchronous channels.
• Release conversation back to queue (coming soon): Enables reassignment for faster resolution.

Messages can be customized per channel and language, with fallback options for unsupported configurations.

Impact and value

Timeout rules deliver measurable benefits:

• Operational efficiency: Automated closure and reassignment reduce queue congestion and representative workload.
• Improved SLA compliance: Timely actions help maintain response standards across all supported channels.
• Consistent customer experience: Automated reminders and state transitions keep conversations active and relevant.

Looking ahead

Additional configuration options and actions are coming soon, including release to queue and customer service representative override, which will allow representatives to turn rules on or off, so they don’t automatically run when not needed. These should be available to the public in January 2026.

Learn more

Timeout rules for automatic actions represent a significant step forward in service automation, offering technical flexibility and operational impact. By leveraging these rules, organizations can streamline workflows, improve SLA adherence, and deliver reliable customer experiences at scale.

For more details, read the documentation: Configure time-out rules | Microsoft Learn

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In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for every interaction helping agents respond faster with consistency to maintain brand trust. 

What are Copilot-powered email template recommendations? 

Copilot-powered email template recommendations is an AI-powered feature in Dynamics 365 Customer Service that transforms the way customer service representatives (CSRs) draft emails. Instead of manually searching through a library of templates, Copilot intelligently suggests the most relevant template based on email content, context, and thread intent. This capability ensures faster responses, improved accuracy, and consistent communication across customer interactions. 

The feature works seamlessly within the email editor. Representatives can either: 

• Use inline prompts in the Email Assist card. 

• Let Copilot automatically match the prompt with stored templates and insert the most appropriate one. 

If no suitable template is found, Copilot falls back to its standard drafting capabilities, ensuring uninterrupted workflow.

Real-world impact 

The introduction of Copilot-powered email template recommendations significantly reduces administrative friction and accelerates case resolution. Here’s how it impacts organizations: 

• Time savings: CSRs no longer waste time searching for templates manually. Copilot’s contextual recommendations cut down response times dramatically. 

• Consistency: By leveraging preapproved templates, businesses maintain brand tone and compliance across all customer communications. 

• Improved customer experience: Faster, accurate responses lead to higher customer satisfaction and loyalty. 

• Operational efficiency: Integration with Line of Business (LOB) rules ensures that templates align with specific product lines or service categories, making responses more relevant 

Key features and capabilities 

• Custom prompt support: Representatives can enter custom prompts in the Inline Email Assist, and Copilot matches these prompts with templates and generates contextualized drafts.

  

• Representatives see the name of the selected email template. They can select a different email template if they want.

  

• Copilot template recommendations: Copilot analyzes email content, case details, and intent to suggest the best-fit template. Recommendations appear directly in the email editor for quick access. 

  

• Fallback drafting: If no template matches, Copilot creates a draft using its generative capabilities. 

• Integration with knowledge sources: Optional toggle to include knowledge base content for richer responses. 

• LOB-based template selection: Tag templates to specific business lines, ensuring relevance for specialized cases. 

• Visual Indicators: Copilot-generated content is clearly marked, allowing agents to review and edit before sending. 

Learn more   

To learn more, read the documentation: Use Copilot-powered email template recommendations | Microsoft Learn

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We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel. 

Building on the capabilities offered in the public preview, you can now configure an enhanced and optimized survey runtime experience designed for better performance and usability on the chat channel. This enhancement introduces seamless integration with live chat workflows, ensuring the entire feedback process remains within the same chat window—eliminating the need to redirect users and creating a more streamlined survey experience for customers. 

With survey agents, you can:

• Gather customer feedback and configure contextual actions depending on the feedback.
• Unify and centralize the process of configuring surveys across digital messaging, voice, and custom channels.
• Use predefined templates to create surveys.
• Allow supervisors to view and review feedback to develop actionable insights.

Learn more  

To learn more about enabling and using the Customer Feedback Survey Agent Powered by Microsoft Copilot Studio, read the documentation and the public preview blog post.  

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