MC1163122Dynamics 365 Contact Center – Use representatives for commercial proactive engagement

Update: Release of this feature has been postponed; we will announce a new date in the future.

We are announcing the ability to create proactive engagements within Dynamics 365 Contact Center that complies with the Telephone Consumer Protection Act. This feature will reach general availability on October 31, 2025.

How does this affect me?
Journey authors can specify if a proactive engagement is part of a commercial journey, like cross-selling or upselling. This setting ensures a customer service representative is available to talk with a connected customer in under two seconds after the customer accepts the call. Call data is available in Dynamics 365 Contact Center to use in your compliance reports.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Use representatives for commercial proactive engagement.