Edit

Share via

Manage your agents in Omnichannel for Customer Service

  • Article

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

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

In your contact center, you can seamlessly add an AI agent and get it up and running within a few minutes while the integration is taken care of in the background.

You can manage your Copilot agents on the AI Agents page.

Prerequisites

Agents in Copilot Studio must be available in the tenant where Omnichannel for Customer Service is available.

Add an agent

When you add an agent by using the steps outlined in this section, the Copilot agent is automatically registered in Azure and connected to Omnichannel for Customer Service. You'll then configure topics in Copilot Studio for the scenarios that you want the agent to handle.

Note

Agents that you create in Copilot Service admin center work with enhanced voice workstreams only. To create classic agents for existing voice workstreams that aren't migrated, use Copilot Studio.

  1. In the site map of Copilot Service admin center, select AI Agents under Customer support.
  2. On the AI Agents page, select Add, and on the Add a bot page, select Create new bot, and then select Next.
  3. On the Create a basic bot page, enter a name for your agent and select the primary language that it must use, and then select Create. The agent is created and listed on the Bots page.
  4. Optionally, you can also add an existing agent if it's already created in Copilot Studio. The Connect existing bot option lets you connect the agent. The agent is connected after a few minutes and listed on the Bots page. The voice-enabled agent that you connected works with the enhanced voice workstream only.

Important

Agents that you've created in Copilot Studio by using the Try the unified canvas (preview) option won't work with the voice workstreams.

Manage your agents

On the AI Agents page, you can review the agent details and also perform the following actions:

  • Disconnect the agent.
  • Select the agent name. The Copilot Studio app opens on a new tab where you can configure topics and other settings for the agent.

Next steps

Add an agent to a workstream
End an agent conversation

Get started with Copilot Service admin center
Configure Copilot agents for voice channel