Dynamics 365 Contact Center: Service representative experiences - Use pinned contacts and queues during consult and transfer Beta
Data as of 2 hours ago (26 October 2026)
Description
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
Change history
Added to the roadmap 16 October 2026. Tracked here since 16 October 2026. Earliest target we recorded: June 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 16 October 2026. Changes appear here as Microsoft updates the feed.