In the Copilot Service admin center, administrators configure and manage pinned contacts and queues for representatives as follows:
Enable pins in the Customer settings > Manage pins > Admin pins page so that representatives pin their contacts and queues.
Pin specific contacts and queues for representatives.
Display pinned items to representatives based on business units.
Business Value:
This feature streamlines your team’s workflow by removing the hassle of tracking multiple consult and transfer targets, so that your service representatives focus on delivering faster, more reliable support.
Enabled for:
Enabled by admins/makers/marketers for end users
More info: https://learn.microsoft.com/en-us/dynamics365/customer-service/use/oc-conversation-control#use-pinned-contacts-and-queues-during-consult-and-transfer
GA date: June CY2026