Configure Copilot Pane to Collapse by Default in Dynamics 365 Customer Service Hub

What’s happening?

Users want to configure the Copilot pane in Dynamics 365 Customer Service Hub to be collapsed by default upon opening.

Reason:

The default behavior of the productivity pane is to be expanded when Dynamics 365 Customer Service Hub is opened. 

Resolution:

While the productivity pane cannot be collapsed by default in Customer Service Hub by default, this can be done in the Customer Service workspace by using experience profiles. Consider migrating the Customer Service Workspace app.

More information on configuring the productivity pane using experience profiles can be found at Configure experience profiles | Microsoft Learn.