Summary
- Dynamics 365 Contact Center is adding support for a secondary audio device for notifications in Digital Messaging conversations.
- Customer service representatives can configure separate sound settings for incoming conversation alerts and new message alerts.
- Notification preferences can be set per digital messaging channel and managed at the individual user level.
- The change is intended to help CSRs avoid missing assigned digital conversations.
- Microsoft states this is for awareness only and no action is required.
Microsoft 365 Message Center ID: MC1465262
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 15 Sept 2026
Release End: 15 Sept 2026
Last Modified: September 1, 2026
Category: Stay informed
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps
History
9/1/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to use a secondary device for notifications in Digital Messaging conversations in Dynamics 365 Contact Center. This feature will reach general availability on September 15, 2026.
How does this affect me?
With this feature, customer service representatives (CSRs) can set up a secondary audio device to help ensure they don’t miss assigned conversations on digital messaging channels.
Key functionality of this feature includes:
- Notification type control: CSRs can configure secondary device sound settings at the notification type level, including incoming conversation alerts and new message alerts.
- Channel-specific settings: Settings can be applied at the individual digital messaging channel level, giving each representative control over their audio notification experience.
- User-level personalization: Each CSR manages their own secondary device preferences with no impact on other representatives or existing channel configurations.
What action do I need to take?
This message is for awareness, and no action is required.