Dynamics 365 Contact Center Introduces Real-Time Post-Call Automation with Caller Hang-Up Events

Dynamics 365 Contact Center is introducing a new capability that triggers post-call actions instantly when a caller disconnects, enabling more reliable and automated workflows. The feature leverages caller hang-up events within Copilot Studio to ensure critical tasks like data updates and follow-ups happen in real time. This update aims to eliminate delays and inconsistencies in post-call processes while improving operational efficiency and data accuracy.

Here’s what you need to know:

• Why it matters

  Manual post-call tasks often lead to missed actions, outdated data, and gaps in reporting. Automating what happens after the call ensures nothing slips through the cracks.

• What’s new

  Voice agents can now detect end-of-conversation events and instantly trigger actions based on how a call ends—directly within Copilot Studio flows. This is powered by activity-based triggers, giving makers full control over post-call automation.

• How it works

  At the end of each call, the system generates a structured event (including activity type and context). Makers can define triggers based on these events—such as call outcome or reason—and automatically execute the appropriate workflows. The result? A reliable, event-driven approach to post-call automation.

• Key benefits

  Trigger post-call workflows instantly upon hang-up, improving data accuracy while enabling stronger governance, compliance, and actionable insights.

• Real-world scenarios

  Automate record updates and follow-ups, detect and recover from drop-offs, and gain deeper operational insights to optimise customer interactions.

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