We are announcing the redesigned embedded customer service representative (CSR) widget in Dynamics 365 Contact Center. This enhancement will reach general availability on September 30, 2026.
Microsoft 365 Message Center ID: MC1465319
Last Modified: September 1, 2026
Category: Message Center
Tags: New feature, Feature update
Status: Launched
Products & Platforms: Dynamics 365 Apps
How does this affect me?
When you run Dynamics 365 Contact Center inside an existing CRM, you can adopt a redesigned embedded experience that reduces UI latency and makes it easier for CSRs to manage multiple conversations with always-visible SLA timing.
This redesign delivers an embedded widget that runs inside your host application while preserving core agent workflows. The redesigned widget improves high-frequency handling scenarios by keeping multi-conversation context visible, preserving session state when switching, and surfacing SLA timing signals directly in the inbox and active conversation. It also supports a modular, widget-based approach, so the same core components can be reused across deployment models, reducing long-term divergence between embedded and standalone experiences.
What action do I need to take?
This message is for awareness, and no action is required.