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To enable the built-in voice features in Copilot Studio agents, you’ll need a Dynamics 365 Customer Service subscription. Once your Copilot agent is linked through the Contact Center admin center, you can activate voice features and use the agent for voice-enabled interactions. This setup leverages Omnichannel deployment, which supports calling functionality.
Alternatively, if you want to use voice capabilities outside of Dynamics 365, you can integrate the agent into a custom webpage or channel. To do this, you can use the "Token Endpoint" URL under the Mobile App channel and connect via Direct Line.
Note: The mobile app channel is only available when the authentication is set to No authentication or Manual Authentication
For handling speech-to-text (STT) and text-to-speech (TTS), you can integrate either Windows Speech Services or Azure Speech Services. This allows you to use the same Copilot agent for both text-based and voice-based interactions, making it more versatile for different use cases.
Hope this helps!
References:
1. Set up IVR agents in the voice channel using Copilot Studio | Microsoft Learn
2. Integrate a Copilot Studio agent | Microsoft Learn
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