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Configure Copilot Studio bots for voice

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

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.

To route customers call to the best department, diagnose issues, collect information, and give recommendations, conversational IVR bots speak to customers when they call in. Copilot Studio makes it easy to author IVR bots and you can use the same bots for other channels, like chat and voice.

Some of the features of the Copilot Studio bots for voice are as follows:

  • Customizable voices in the Omnichannel for Customer Service configuration experience.
  • Questions in Copilot Studio using "Boolean" types do not prompt users with "Options are Yes or No".
  • All bot messages can be interrupted by the caller.

Prerequisites

The following prerequisites must be met for the Copilot Studio bot:

Configure a bot for voice

  1. In the Customer Service admin center or Omnichannel admin center (deprecated) app, go to the workstream that you created for the voice channel, and then in the Bot section, select Add Bot.

    Important

    Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

  2. On the Add Bot pane, select a bot from the Name box.

    Select a bot.

  3. Select Save and close. The bot is added to the workstream.

    Sample bot details.

More information:

Configure handoff from Copilot Studio to Omnichannel for Customer Service

  1. In Copilot Studio, open the bot that you've configured to integrate with Omnichannel for Customer Service.

  2. Go to Manage and select Agent transfers.

  3. In the Agent transfers section, select Omnichannel, and on the Omnichannel panel that appears, do the following:

    1. Select Enable. One of the following messages appears:
    • That Omnichannel is enabled is displayed at the top of the page.
    • If you're using Application Lifecycle Management (ALM), you might see the following message: "We can't determine if omnichannel integration is enabled for the environment". For more information, see Bots with ALM.

    1. Turn on the Enable voice toggle.

    2. Select See how to register a new Application ID, and follow the instructions to register an application identifier.

      1. Select App Registration.

      2. Select New registration.

      3. Enter the name of your bot, and then select Register.

      Register the bot in Azure.

      1. Copy the Application ID to the clipboard.

      Copy the application ID.

    3. Return to Copilot Studio, paste the copied ID in the Application ID field, and then select Add your bot. After the bot is added, a message is displayed and the bot is listed.

    Copilot Studio bot for Omnichannel for Customer Service

    1. Optionally, you can view the bot details in Omnichannel for Customer Service.

Important

In voice, we don't listen for the closeOmnichannelConversation context variable. You must configure an end of conversation message for the call to end in Omnichannel for Customer Service.

See also

Overview of the voice channel
Configure context variables
Manage your bots
Set up a multilingual bot in Copilot Studio