RM578067Dynamics 365 Customer Service: Workforce engagement management - Enforce governance policy

Create and enforce policies that prevent risky or noncompliant customer communications.

Governance policy checks serve as configurable safeguards that review AI‑generated and autonomous email responses before they are sent to customers. These checks enforce business, legal, and regulatory requirements by validating responses for relevance, prohibited content, and sensitive topics. If a response fails a policy check, delivery is blocked and the violation is clearly identified, enabling supervisors to review issues and take actions to improve outcomes.

Governance policies are applied consistently across email engagement channels and seamlessly embedded within agent workflows, ensuring uniform enforcement of quality and compliance standards without requiring manual intervention. This approach empowers organizations to scale AI-assisted and autonomous customer engagement with confidence while upholding trust, safety, and governance.

Business Value:

Governance policies give you control over AI-driven customer interactions. By setting clear, configurable rules, you make sure every response meets your business, legal, and regulatory standards before it reaches customers. This reduces risk, protects your brand, and keeps communication consistent and trustworthy.

Enabled for:

Enabled by admins/makers/marketers for end users

More info: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-governance-policies

GA date: June CY2026

Preview date: May CY2026