Overview: The article introduces a new feature in Dynamics 365 Contact Center and Copilot Studio that allows for real-time, event-driven automation triggered by caller hang-up events. Traditionally, the work following a customer call (like logging outcomes, updating CRM systems, or triggering workflows) has been manual, delayed, or reliant on complex custom external orchestrations.

The Problem Being Addressed: Without a reliable trigger when a call ends—especially if a customer hangs up unexpectedly mid-flow—organizations often face:

• Missed or delayed post-call actions.

• Inconsistent or stale data in CRM systems (e.g., records remaining locked).

• Gaps in reporting and operational workflows.

How the New Feature Works: Voice agents can now actively “listen” for the end of a conversation and trigger actions directly within their Copilot Studio flow based on how the call ended.

At the end of a call, the platform emits a structured event:

• Activity type: End of conversation

• Context/EndReason: e.g., CUSTOMER_HANGUP

Makers can configure logic in Copilot Studio (e.g., “When activity = End of conversation AND EndReason = CUSTOMER_HANGUP, execute workflow”). This applies not only to customer hang-ups but also to call transfers to external numbers or escalations to human agents.

Key Benefits & Real-World Use Cases:

• Immediate Execution: Workflows trigger the second the call disconnects, eliminating delays.

• Automated Updates & Follow-ups: Automatically unlock or update CRM records and immediately trigger follow-up SMS, emails, or callbacks.

• Drop-off Detection: Identify if a customer abandoned a critical flow (like a payment or authentication process) and automatically initiate recovery or risk-handling actions.

• Enhanced Governance: Accurate call termination signals provide better telemetry, reporting, and insights into customer experiences and escalation tracking.

This update provides contact centers with a deterministic and reliable event model for post-call automation, significantly reducing friction in operations.

https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2026/04/15/trigger-post-call-actions-using-caller-hang-up-events/

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