Microsoft Dynamics 365 Omnichannel/Unified Routing Update 21091 Release Notes

Service Update 21091 for Microsoft Dynamics 365 Omnichannel/Unified Routing is now available. This article describes the hotfixes and updates that are included in Service Update 21091.

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Versions included in this update:

  • PrimeChatAnchor
  • PrimeSMSAnchor
  • PrimeSocialChannelsAnchor
  • PrimeTeams
  • UnifiedRoutingPrime1.5.16.5613

Service Update 21091 has the following features and fixes:


For a full list of features in this release, please refer to this.


  • With Agent Affinity enabled, work items were not getting reassigned to supervisors after disconnection due to the missing Omnichannel Agent role.

  • Omnichannel Ongoing Conversations dashboard was showing the PVA bot as active agent even after the conversation was escalated from the PVA bot to a human agent.

  • Agent name slug was not being replaced with the actual agent’s name in custom automated message for “Transfer to agent accepted” message trigger.

  • Agents were not able to pick work items from “My Work items” due to a transient throttling issue.

  • For a limited number of organizations, the system was overriding the manually updated presence of the agents.

  • Some conversations were not getting automatically closed by the scheduler after the auto-close duration.

  • Post-conversation survey was not rendering for some customers because of token expiry issue in live chat widget.

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