Currently, when an agent accepts a conversation (voice, chat, etc.) Dynamics 365 immediately creates the session and brings it into focus, interrupting whatever the agent is currently working on.

We request a configuration option in session templates or notification settings that allows newly accepted chat sessions to open as background tabs, keeping the agent’s current session in focus. The new chat tab would still show the unread indicator so the agent can switch to it when ready.

Ideally this would be configurable per notification template or per workstream, to allow for a mixture of behaviors across channels.

Business impact

• Prevents disruption when agents are in the middle of a task or interaction
• Improves efficiency and reduces errors caused by mid-task context switching
• Supports better multitasking across multiple channels

Example scenario

An agent is handling a voice call and updating case notes. A chat request is accepted (manually or automatically due to the timer running out). With this suggested option enabled, the chat opens in the background and shows as unread, letting the agent finish the call documentation before switching to the chat.