Microsoft Rolls Out Custom Consults and Transfers for Dynamics 365 Contact Center

Microsoft issued an Azure Monitor alert earlier today, but the company also rolled out a notable upgrade across its business services portfolio.

According to the Microsoft 365 Admin Center, Microsoft has announced the general availability of customizable consults and transfers for Dynamics 365 Contact Center, with the rollout starting today.

Customizable consults arrive at Dynamics 365 Contact Center

The new capability gives administrators far more precise control over how live customer interactions move between agents and service queues. During an active session, admins can now decide whether a consultation or transfer goes to a specific queue or directly to an individual representative, helping route requests to the most appropriate support resource.

All configuration takes place in the Copilot Service admin center, where admins can define detailed routing logic. Microsoft says the system relies on FetchXML queries to filter eligible recipients, apply custom business rules, and surface only the most relevant queues or representatives during consults and transfers.

For agents, Microsoft says the update simplifies daily workflows. The interface surfaces only relevant contacts, reduces clutter during live sessions, and enables faster collaboration when consultations or escalations are required. The company also expects less manual searching and more accurate escalation handling.

From an organizational perspective, Microsoft positions the feature as a way to prevent misrouted calls and support tiered service models more effectively. By tightening routing logic, companies can improve resource utilization and ensure customer issues reach the right teams faster.

Deployment has already started, and adoption remains optional. Existing workflows continue to function without disruption, and organizations that want the new functionality must enable and configure it manually in the Copilot Service admin center.

This rollout arrives alongside several other Microsoft service changes. Microsoft Planner recently received a major redesign, and Microsoft also confirmed it handed over BitLocker recovery keys in a recent investigation, a move that has raised renewed privacy concerns.

Via Neowin