Dynamics 365 Contact Center - Use role-based enforcement for recording and transcription downloads

We are announcing the ability to use role-based enforcement for recording and transcription downloads in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2026.

How does this affect me?

This feature helps organizations better protect sensitive customer communications by separating permissions to view recordings and transcripts from permissions to download them. Admins can assign new Dataverse security roles to prevent selected users from downloading recordings or transcripts while still allowing them to view and play back content as permitted by existing access.

The two new Dataverse security roles that will be available are:

• Deny Recording Download
• Deny Transcription Download

When either role is assigned to a user:

• The user can continue to view and play back recordings and transcripts as permitted by existing access.
• The user is blocked from downloading the corresponding artifact.

Enforcement of these models is applied server-side across the Dynamics 365 Contact Center UI, public and internal APIs, and direct download URLs or integrations. Download requests will also be denied regardless of how they are initiated.

Access control is driven entirely by Dataverse role assignment. The deny roles override implicit download behavior without affecting recording, transcription, or playback functionality.

These controls help reduce the risk of unauthorized data export, support compliance and data governance requirements, and allow organizations to maintain operational visibility without allowing data removal.

What action do I need to take?

This message is for awareness, and no action is required.