Select a representative automatically in consult to queue

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview General availability
Users by admins, makers, or analysts - Aug 2025

Business value

Service representatives can now seamlessly consult with the best service representative who is automatically suggested in the queue. Representatives can save time that they spend in manual selection of a consultee and have better conversation handling time to enhance the overall customer experience.

Feature details

The key capabilities of automatic selection of a service representative for consult in a queue are as follows:

  • Administrators can enable consult to queue for the messaging and voice channels.
  • Service representatives can select a queue for consult when they are unsure of finding the appropriate representative to consult.
  • The system automatically assigns a consult representative based on the conversation context.