Table of Contents
Summary
- Proactive customer engagement with automated, personalized voice conversations in Dynamics 365 Contact Center.
- Ability to create outbound workstreams and configure customer engagement methods.
- Three dial modes available: copilot dialing, preview dialing, and progressive dialing.
- Option to define throttling and pacing rules for customer interactions.
- Ability to assign agents based on skills and queues needed for customer service.
Admin Impact: Low
User Impact: Low
Release Start: 15 Nov 2025
Release End: 15 Nov 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
11/24/2025 Item Added to Message Center
Microsoft Message
We are announcing the ability to contact customers proactively with personalized options in Dynamics 365 Contact Center. This feature reached general availability on November 15, 2025.
How does this affect me?
This feature enables you to proactively engage with your customers with automated, personalized voice conversations. You can create outbound workstreams and use configurations that help you define how you engage with customers. Key functionality of this feature includes:
- Choose between three dial modes: copilot dialing, preview dialing, and progressive dialing.
- Define throttling and pacing rules.
- Identify which agent to use or define skills and queues to use when a customer service representative is required.
What action do I need to take?
This message is for awareness, and no action is required.