Customize Copilot conversation summaries
Many organizations provide support to customers across multiple channels, such as text, chat, or social media channels. When agents communicate with customers across those channels, Dynamics 365 uses conversation records. Copilot can provide agents with summaries of these conversations. Then, agents can use those summaries when performing tasks, such as transferring to another agent.
Administrators can customize the conversation summary that Copilot generates. By customizing conversation summaries, you can reduce the need for agents to edit the summaries, thereby increasing productivity.
You can customize conversation summaries in the Customer Service admin center app by going to Agent Experience > Productivity > Summaries. Under the Live conversation summaries section, select the Manage format link.
Two options that you can choose from for the conversation summary format are:
Paragraph - Generates the summary in a single paragraph.
Structured - Generates the summary based on the information that you select.
By default, the Paragraph option is selected, which doesn't allow for customizations or tailoring. If you want to change the format to something else, select Structured. When you select Structured, Copilot organizes the conversation summary based on options that you specify, such as:
Root cause - The reason why the issue occurred.
Customer issue - The problem or question that the customer has.
Troubleshooting steps - Steps that the agent took to resolve the issue.
Outcome - Notes and tasks that are related to the steps that the agent tried.
Error codes - Technical codes that display to the customer for errors.
The error codes that you specify are samples for Copilot to find in the conversation. Copilot finds similar error codes in the conversation and then includes them in the summary.
After you specify the information that you want to include in the summary, you can also arrange the order of the information. To do so, use the arrows on each item or drag the information to the required location.
Occasionally, information that's defined in the summary isn't available, such as when the customer doesn't provide an error code. You can select the Remove information from the summary that can't be found toggle to not display the information that can't be found in the conversation. As a result, Copilot doesn't include items that don't include information in the summary.