Table of Contents
Summary
- New feature allows setting the least active assignment as default in messaging queues.
- Conversations will be assigned to the least active customer service representatives by default.
- This change applies to messaging and voice channels within Dynamics 365 Contact Center.
- No action is required from users or administrators regarding this change.
Admin Impact: Medium
User Impact: Low
Release Start: 06 Feb 2026
Release End: 06 Feb 2026
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
1/8/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to set the least active assignment as the default in messaging queues in Dynamics 365 Contact Center. This feature will reach general availability on February 6, 2026.
How does this affect me?
This feature assigns conversations by default to the least active customer service representatives across messaging and voice channels.
What action do I need to take?
This message is for awareness, and no action is required.