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This topic lists features that are planned to release from April 2025 through September 2025. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.
For a list of the previous wave's release plans, go to 2024 release wave 2 plan.
In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.
This check mark (
) shows which features have been released for public preview or early access and for public preview, early access, and general availability.
Copilot and AI innovation
Copilot in Dynamics 365 Contact Center consists of generative AI capabilities that expedite resolutions of customer issues and increase customer satisfaction.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Promote intents for self-service in semi- or fully automated manner | Users by admins, makers, or analysts | Jul 2025 | Oct 2025 |
| Optimize customer service with intent-based routing | Users by admins, makers, or analysts |
May 15, 2025 |
Oct 2025 |
| Resolve complex issues autonomously with Customer Intent Agent | Users by admins, makers, or analysts | Jul 2025 | Oct 2025 |
Extensibility
Use extensibility to connect Dynamics 365 Contact Center with other CRM solutions.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use messaging APIs to manage customer chat conversations | Users by admins, makers, or analysts | Jul 2025 | Sep 2025 |
IVR capabilities
Use Copilot-based interactive voice response (IVR) capabilities for providing self-service to your customers.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Edit business rules for omnichannel AI agents | Users by admins, makers, or analysts | - |
Apr 30, 2025 |
| Use constrained grammars for speech recognition | Users, automatically | - | Sep 2025 |
| Mask sensitive data and prevent unauthorized access | Admins, makers, marketers, or analysts, automatically | - | Aug 2025 |
| Enable selective hold with music and exit prompts | Admins, makers, marketers, or analysts, automatically | - | Sep 2025 |
| Enable SIP X header support for context transfer | Admins, makers, marketers, or analysts, automatically | - | Sep 2025 |
| Recognize one of multiple entities in a single utterance | Users, automatically | - | Jun 2025 |
Omnichannel customer experiences
Omnichannel engagement enables instant connectivity between service representatives and customers and gives supervisors real-time visibility into operational efficiency.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Support WhatsApp through Azure Communication Services | Users by admins, makers, or analysts |
Aug 30, 2024 |
Apr 1, 2025 |
| Use AI summary for call quality management | Users, automatically | - |
Apr 17, 2025 |
| Add messaging to native mobile apps | Users by admins, makers, or analysts | - | Jul 2025 |
| Use time-out rules for automated actions to meet SLAs | Users by admins, makers, or analysts | - |
Apr 30, 2025 |
| Monitor work item lifecycle in Application Insights | Users by admins, makers, or analysts |
Aug 23, 2023 |
Jul 2025 |
| Upload phone numbers in bulk for direct routing | Admins, makers, marketers, or analysts, automatically | - |
May 30, 2025 |
| Use custom NLU Plus models with AI agents | Users by admins, makers, or analysts | - | Jun 2025 |
| Deploy chat widgets across portals using a single tag | Users by admins, makers, or analysts | - |
Apr 30, 2025 |
| Use enhanced sessions and live conversation details | Users, automatically | - |
Apr 30, 2025 |
| Use API to pause and resume recording, transcription | Users, automatically | - | Jun 2025 |
Service representative experiences
Enable service representatives to handle multiple interactions, switch between sessions without losing context, and use productivity tools to enhance workflows.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Transfer conversation to workgroup, queue using intent | Users by admins, makers, or analysts | - | Jul 2025 |
| Use intent to select representatives to transfer conversations | Users by admins, makers, or analysts | - | Jul 2025 |
| Use Copilot Studio agents to get customer feedback | Users by admins, makers, or analysts |
Nov 18, 2024 |
Apr 30, 2025 |
| Use Desktop companion application | Users by admins, makers, or analysts |
Apr 1, 2025 |
Jul 2025 |
| Use disposition codes in voice and chat conversations | Users by admins, makers, or analysts | - |
Apr 1, 2025 |
| Use improved outbound dialing with reduced latency | Users, automatically | - |
May 31, 2025 |
| Use the optimized option to update presence | Users by admins, makers, or analysts | - |
Apr 1, 2025 |
| Consult with workgroup, queue using intent | Users by admins, makers, or analysts | - | Jul 2025 |
| Use intent to consult with a user | Users by admins, makers, or analysts | - | Jul 2025 |
| Search for phone numbers in Copilot Service admin center | Admins, makers, marketers, or analysts, automatically | - | Jul 2025 |
| Use enhanced disposition code capabilities | Users by admins, makers, or analysts | - | Jul 2025 |
Supervisor experiences
Enable supervisors to monitor and improve contact center operations.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use callback insights to optimize contact center operations | Users by admins, makers, or analysts | - | Jun 2025 |
Teams integration
Provide your service representatives with seamless integrations between Dynamics 365 and Microsoft Teams.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use Microsoft Teams Phone in contact center | Users by admins, makers, or analysts | - | Jul 2025 |
| Use Microsoft Teams phone in Dynamics 365 Contact Center | Admins, makers, marketers, or analysts, automatically |
Apr 30, 2025 |
Jul 2025 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Route to least active representatives in messaging channels | Users by admins, makers, or analysts | - |
Apr 30, 2025 |
| Enable direct transfer of conversations | Users by admins, makers, or analysts | - | Jul 2025 |
| Manage routing rules in bulk | Admins, makers, marketers, or analysts, automatically | - |
Apr 18, 2025 |
| Use shift bookings to assign conversations | Users by admins, makers, or analysts | - |
May 30, 2025 |
Workforce engagement management
Microsoft WEM solution optimizes employee scheduling, performance, and engagement in customer service to enhance efficiency, service quality, and service representative satisfaction.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Use capacity planning to predict your staffing needs | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Create and manage shift plans for effective staffing and service coverage | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Use automated and manual scheduling to manage shift plans | Users by admins, makers, or analysts | - |
May 2, 2025 |
| View and manage shift schedules with My Schedule calendar | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Manage time-off requests | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Shift swapping for customer service representatives | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Shift bidding for customer service representatives | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Real-time adherence monitoring for service representatives | Users by admins, makers, or analysts | - |
May 2, 2025 |
| Create and analyze forecast scenarios for case and conversation volumes | Users by admins, makers, or analysts | - |
May 2, 2025 |
You are able to opt into some features as part of early access on February 3, 2025, including all mandatory changes that affect users. To learn more, go to Early access FAQ.
Description of Enabled for column values:
Users, automatically: These features include changes to the user experience and are enabled automatically.
Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.
Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.
For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.