RM576746Dynamics 365 Contact Center: Unified routing - Assign conversation to expert who engaged with the customer previously

Assign to a previously engaged or preferred expert leverages historical interaction context, queue membership alignment, and expert availability, to ensure customers are reconnected with experts who already understand their issue. When the previous or preferred expert is unavailable, assignments seamlessly fall back to the next best qualified expert, preserving service levels and reliability. This capability reduces repeat explanations, accelerates resolution times, and improves customer satisfaction, helping businesses lower cost to serve while delivering more consistent, personalized support experiences at scale. Administrators define assignment logic using natural language-based playbooks in conversation orchestration, with configurable lookback period to determine the time range until when the system should look for a previously engaged expert.

For asynchronous conversations, administrators can also choose to reconnect customers with the same expert by checking the expert’s current presence status and honoring active conversation limits, ensuring returning conversations are assigned only when the expert has capacity to engage.

Business Value:

By automatically assigning customers to a previous or preferred expert, you deliver faster, more personalized support. By routing repeat or follow up conversations to the most recent or preferred expert within configurable time windows, you reduce customer repetition, improve continuity, and accelerate resolution. When the previous expert is unavailable, the system intelligently falls back to the next best qualified expert, ensuring service levels are maintained. This leads to lower handling times, higher customer satisfaction, and improved expert efficiency.

Enabled for:

Enabled by admins/makers/marketers for end users

GA date: October CY2026

Preview date: June CY2026