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Agent sessions and licensing

  • Article

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

An AI agent (agent) session is defined as a conversation in which it's invoked. The agent can be invoked at the start, middle, or end of a conversation.

  • If two different agents are invoked in the same conversation, it's considered a single conversation.
  • A conversation with an agent that escalates to a customer service representative is considered an agent conversation.

The add-in applications such as Chat, Digital Messaging, and Voice channel are licensed per user. Each add-in application is entitled to a specific number of agent sessions. You can also purchase additional agent sessions on the Microsoft 365 admin center. Learn more in Buy add-ons.

To learn about the required subscriptions to use the chat and voice channels, see the Licensing section. Learn more about licenses and pricing in the Dynamics 365 Licensing Guide.

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