Summary
- Microsoft is introducing a redesigned embedded customer service representative (CSR) widget for Dynamics 365 Contact Center.
- The update applies when Contact Center is used inside an existing CRM host application, with improvements aimed at lower UI latency and better multi-conversation handling.
- The redesigned experience keeps session state, preserves core agent workflows, and surfaces SLA timing more prominently in the inbox and active conversation views.
- This is an awareness-only message; no admin action is required.
Microsoft 365 Message Center ID: MC1465319
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 30 Sept 2026
Release End: 30 Sept 2026
Last Modified: September 1, 2026
Category: Stay informed
Tags: New feature, Feature update
Status: Launched
Products & Platforms: Dynamics 365 Apps
History
9/1/2026 Item Added to Message Center
Microsoft Message
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.
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.