Table of Contents
Summary
- Ability for customer service representatives to override timeout rules in SLA-based automatic actions in Dynamics 365 Customer Service.
- Allows adjustments when a representative is on leave, needs more time, or transfers a conversation.
- Categorized as a new feature and tagged for awareness, requiring no action from users.
- Aimed at improving flexibility and responsiveness in customer service workflows.
Admin Impact: Low
User Impact: Low
Release Start: 31 Dec 2025
Release End: 31 Dec 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
12/1/2025 Item Added to Message Center
Microsoft Message
We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This feature will reach general availability on December 31, 2025.
How does this affect me?
This feature enables customer service representatives to override timeout rules in automatic actions based on SLAs.
In scenarios where a customer service representative is on leave, needs more response time, or transfers a conversation to a different queue, the service representative can change the rules for automatic actions.
What action do I need to take?
This message is for awareness, and no action is required.