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.
Microsoft 365 Message Center ID: MC1465262
Last Modified: September 1, 2026
Category: Message Center
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps
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.