Integrate a Copilot Studio bot
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.
Important
Azure Active Directory is being renamed to Microsoft Entra ID. No action is needed from you. For more information, see New name for Azure Active Directory.
Tip
If you’d like to try Dynamics 365 Customer Service for free, you can sign up for a 30-day trial.
Use bots to simulate human-like conversations for routine activities so that you can let your agents focus on high-value interactions. You can use Microsoft Copilot Studio to create bots that can interact with customers in Dynamics 365 Contact Center or Dynamics 365 Customer Service.
The following capabilities are available for the bot conversations:
- Seamlessly integrate your bot with all channels without needing to add channel-specific code in the bot.
- Configure interactive voice response (IVR) capabilities for voice-enabled bots.
- Configure contextual transfers to human agents.
- Analyze the bot transcript that's available in Microsoft Dataverse after the conversation is completed.
- Configure routing rules to selectively route incoming requests to bots based on context, such as issue type or customer type. For example, you can route low-complexity issues to bots, or route the conversation to a sales or support bot based on the webpage browsing history of the customer.
- Monitor the bot conversations in real time by using the supervisor dashboard, which includes details such as customer sentiment.
- Use the historical dashboards to get insights into the effectiveness of the bots through metrics, such as resolution rate, escalation rate, resolution time, escalation time, and average sentiment.
When a conversation is escalated from a bot to a representative, the representative can see the full transcript of the bot conversation and get complete context while engaging with the customer. Learn more in Enable a bot to escalate and end conversation.
Prerequisites
You must have:
- A product license for Copilot Studio. Learn more in Licensing for Copilot Studio.
- A product license for chat, digital messaging, or voice channel for Dynamics 365 Customer Service, depending on your business requirements.
- The Omnichannel administrator role. Learn more in Manage user roles
Create a Copilot Studio bot
You can create Copilot Studio bots in one of the following ways:
- TCreate the bot in the Dynamics 365 Contact Center admin center and then navigate to Copilot Studio to finish the configuration. Learn more at add a bot.
- Create the bot in Copilot Studio, which is then available in the Dynamics 365 Contact Center admin center. Learn more in:
Connect your Copilot Studio bot to omnichannel instance
For the bot to be able to interact with customers in Dynamics 365 Contact Center or Customer Service, you must integrate the bot with your application. Follow the procedure in Connect your Copilot Studio bot to omnichannel to connect your Copilot Studio bot to the omnichannel instance.
When your customers need to speak with a representative, your bot can seamlessly hand off the conversation. When your bot hands off a conversation, it can share the full history of the conversation, and all relevant variables. Make sure you have an escalation article configured in your bot to hand off the conversation to a representative. Learn more in hand off to a live agent.
Set up bot capabilities
In Copilot Studio, you can add the following capabilities to your bot to finish your setup:
- Add knowledge sources to your bot to help it answer customer questions. Learn more in Add knowledge sources to your bot.
- Configure multilingual bots to support multiple languages. Learn more in Configure multilingual bots.
- IVR capabilities that are specific to voice-enabled bots such as dual-tone multi-frequency (DTMF) input, context variables, call transfer, and speech and DTMF customization. Learn more in Configure Copilot Studio IVR bots.
- Customize the look and feel of a copilot.
Add a bot to a workstream
In the Customer Service admin center app, select the Copilot Studio bot from the list of bots in the Workstreams area. Learn more in Add a bot to a workstream.
Note
- You can add only one bot per workstream.
- Bots can receive conversations only if they're added to push-based workstreams.
- Voice-enabled bots that you create in the Customer Service admin center or Contact Center admin center work with enhanced voice workstreams only. Classic bots aren't supported in the enhanced voice experience. To create classic bots for existing voice workstreams that aren't migrated, use Copilot Studio.
Configure context variables for the Copilot Studio bot
After you configure your bot and add it to a workstream, you can configure context variables to route work items. You can also share context from Omnichannel with your Copilot Studio bot to create a rich and personalized experience. For information about creating context variables, go to Manage context variables. For information about configuring context variables for Copilot Studio bots, go to Configure context variables for Copilot Studio bot.
Add a bot to a queue
You can add a bot to the queue so that the bot can receive conversations from the queue. Learn more in create and manage queues for unified routing.
Automatically close a conversation
When a bot receives a conversation that isn't escalated to a human agent, the conversation is closed if the customer abandons it. The conversation will also be closed automatically after 30 minutes of inactivity.
This conversation appears in the Omnichannel for Customer Service dashboard with the status set to Closed and Resolved/abandoned state in the Copilot Studio dashboard. Learn more in Session outcomes over time chart.
End bot conversation
You must include an end of conversation article in a Copilot Studio bot to provide a clear and natural conclusion to the interaction, enhancing the overall user experience. It also allows the bot to suggest next steps, gather feedback, and handle any final errors, ensuring the user leaves the interaction satisfied.
In the voice channel, the system doesn't listen for the closeOmnichannelConversation context variable. You must configure an end of conversation message that explicitly ends the conversation in Omnichannel for Customer Service.
In Copilot Studio, for the selected bot, add a new topic.
Select Go to authoring canvas, and in Add node, select Call an action, and then select Create a flow.
On the Power Automate window that opens on a new tab, do the following:
- In the Return value(s) to Power Virtual Agents box, select Add an output, and then select Yes/No.
- In the Enter title box, enter CloseOmnichannelConversation, which is the Omnichannel for Customer Service context variable name.
- In the Enter a value to respond box, select the Expression tab, and then enter bool(true) to build the expression, and select OK.
- Save the changes, and then exit Power Automate.
In the topic that you were editing, select Call an action again, and then in the list, select the flow that you created.
In Add node, select End the conversation, and then select Transfer to agent.
Go to the topic in which you need to invoke the topic for ending the bot conversation in Omnichannel for Customer Service, and use the Go to another topic option in Add a node.
Select the topic that you created for ending the bot conversation.
Save and publish the changes.
Limitations
| Description | Limitation |
|---|---|
| Adaptive cards An adaptive card is a customizable card that can contain any combination of text, speech, images, buttons, and input fields. |
|
| Typing A bot receives a typing activity to indicate that the user is typing a response. A bot may send a typing activity to indicate to the user that it's working to fulfill a request or compile a response. |
Typing indicators don't appear. |
| Format bot messages You can set the optional TextFormat property to control how the text content of your message is rendered. |
|
| OAuth card in Microsoft Teams Using a chat bot and presenting an OAuth card in the Microsoft Teams channel. |
In Copilot Studio, the sign-in node presents an OAuth card and it doesn't work properly. |
Privacy notice
You understand that your data might be transmitted and shared with external systems and that your data may flow outside of your organization's compliance boundary (even if your organization is in a Government Cloud environment). For example, your messages are shared with the bot which could be interacting with a third-party system based on the integration done by you. Learn more about how we process your data in Microsoft Privacy Statement.
Troubleshoot issues for bots
How to end a bot conversation in Omnichannel for Customer Service
Next steps
Related information
Manage your bots
Integrate an Azure bot
Manage context variables
Configure context variables for bots
Identify customers automatically
Enable a bot to escalate and end conversation
Best practices for configuring Azure and Copilot Studio bots
Work with queues in Omnichannel for Customer Service
Understand and create workstreams
Create and edit topics in Copilot Studio bot
Suggested actions
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