Preview: Smart assist for agents

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

[This topic is pre-release documentation and is subject to change.]


  • A preview is a feature that is not complete, as it may employ reduced privacy, security, and/or compliance commitments, but is made available before it is officially released for general availability so customers can get early access and provide feedback. Previews are provided “as-is,” “with all faults,” “as available,” and without warranty.​
  • This preview features does not come with technical support and Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. If Microsoft does elect to provide any type of support, such support is provided "as is," "with all faults," and without warranty, and may be discontinued at any time.​
  • Previews are not meant for production use, especially to process Personal Data or other data that is subject to heightened compliance requirements, and any use of "live" or production data is at your sole risk. All previews are subject to separate Terms and Conditions.

Overview of smart assist

The new-age customer service industry is moving towards the vision of being an intelligent versus process-driven while interacting with customers. Pivoting on intelligence capabilities, helps unleash the productivity of agents to perform better on Key Performance Indicators and at the same time, deliver better customer experience.

As the agents are more efficient and productive, there is a reduction in the cost of operation of the call center. Now, the smart assist feature helps organizations realize the vision of being more intelligent.

Smart assist is an intelligent assistant that provides real-time recommendations to the agents, helping them to take actions while interacting with the customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bot interprets the conversations in real-time and provides relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface. The recommendations are shown to the agents using Microsoft Adaptive cards.

The smart assist feature can be enabled across all channels like Chat for Dynamics 365 Customer Service, SMS, and Facebook except entity records making it a consistent experience for agents.

Value proposition

  • Contextual recommendations are generated based on the real-time conversations.

  • Plug-in organization-specific recommendations and display it to agents in real-time.

  • Action-oriented recommendations for agents to send responses or execute the automated actions.

  • Intelligence powered using Microsoft Azure or third-party capabilities.

  • Improved Average Handling Time (AHT) and First Call Resolution (FCR).


  • Install Dynamics 365 Productivity Tools solution.

  • Develop a custom bot and integrate with Omnichannel for Customer Service app to use the Smart Assist feature.

Walkthrough to enable smart assist

Step 1: Develop a smart assist bot

Step 2: Create a bot user

Step 3: Add smart assist bot to workstream

Step 4: Add smart assist control to form

Step 1: Develop a custom smart assist bot

Develop a custom bot and integrate with Omnichannel for Customer Service app to use the Smart Assist feature.

Purpose of smart assist bot

The smart assist bot interprets the conversation context in real-time and provides suggestions to the agents. The smart assist bot sends the suggestions using the Microsoft Adaptive cards.

You can embed macros and custom actions within a suggestion with the of use web resources.

For example:

Custom action: An agent is displayed with a Knowledge article card with a Send Link button. You can implement a custom action to copy and paste the link in the communication panel when agent selects the Send Link button.

Macro:: An agent is displayed with a Create Case card. You can implement a macro with the card to open a new form to create a case when an agent selects the Create case button on the card. While developing the Adaptive cards, you need to specify the name of the macro.

To learn more, see Smart assist bot.

Step 2: Create a bot user

After you create a bot, you must create a bot user to work as a smart assistant to the agent. A bot user is created as an application user and assigned with the Omnichannel agent role. Creating an application user is supported in the Web Client only. For information on creating a bot user, see Create a bot user.

Step 3: Add smart assist bot to a workstream

After you create a bot user, you need to add the bot to the workstream so that the agents who are part of this workstream can see the suggestions.

  1. Sign in to Omnichannel Administration app

  2. Select Work Streams under Work Distribution Management.

  3. Select a workstream for which you want to add the smart assist bot.

  4. Select the Smart Assist tab.

  5. Select + Add Existing in the Smart Assist section. The Lookup Records pane appears.

  6. Select the search icon to see the list of available smart assist bots, and select a bot from the list, and then select Add.
    You can multiple bots to a workstream based on your business requirement.

  7. Select Save the workstream changes.

Step 4: Add smart assist control to a form

After you add the smart assist bot to a workstream, you must add the smart assist field to the form where you want to show it for the agents.

  1. Sign in to the Omnichannel Administration app, and then on the command bar select Settings Settings > Advanced Settings.

  2. Select Settings > Customizations > Customize the System. Solution Explorer opens in a new window.

  3. Expand Entities and select the entity for which you want to add the field. In this procedure, let us add to the Customer Summary form in the Conversation entity.

  4. Expand Conversation > Forms > Customer Summary. The Customer Summary form opens in a new window.

  5. Select INSERT tab from the command bar, and then select Section > One Column in the command bar.

    Add section

  6. Select the section, and then select Change Properties from the command bar. The Section Properties dialog appears.

  7. Specify Smart Assist as the value for both Name and Label field.

  8. Select the Show the label of this section on the Form check box, and then select OK.

    Add name and show label

  9. Select a field of type Text from Field Explorer. For example, the Title field is of type Text. If you hover the cursor on a field, you can view the type.

    Add field of type Text

  10. Drag and drop the Title field to the section you added in earlier step.

  11. Select the Title field in the Smart Assist section, and then select Change Properties from the command bar. The Field Properties dialog appears.

  12. Clear the Display the label on the form check box in the Display tab.

    Clear display label

  13. Select the Controls tab in the Field Properties dialog, and then select Add Control.

    Add smart assist control

  14. Select Smart Assist control in the Add Control dialog, and then select Add.

  15. Choose the Web radio button for the Smart Assist control option, and then select OK.

    Choose web option

  16. Select Save to save the changes.

  17. Select Publish to publish the customizations.

See also

Smart assist for agents


Agent scripts