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Connect CopilotStudio bot to Dynamics 365 Customer service VOICE Channel

Posted on by 6

Hello everyone,

 

We would want to connect our Copilot Bot to out Voice Channel in Dynamics Customer service. All the documentation refer to PowerVirtual Agent, but the settings seem to have changed since the arrival of Copilot Studio.

 

If someone could help me, I would greatly appreciate.

 

Thank you in advance,

  • FG-03051314-0 Profile Picture
    FG-03051314-0 6 on at
    Connect CopilotStudio bot to Dynamics 365 Customer service VOICE Channel
    Thank you Holgerimbery,
     
    Any ideas how I could create a new Classic ChatBot from Copilot Studio? 
     
    Thank you,
  • holgerimbery Profile Picture
    holgerimbery 4 on at
    Re: Connect CopilotStudio bot to Dynamics 365 Customer service VOICE Channel

    Hi @FrancoisGuerin : 
    as of today, you need to work with a classic bot to archive this.

    "Connecting to Dynamics 365 Customer Service Omnichannel for voice capabilities is available to Microsoft Copilot Studio Classic only at this moment. This feature is coming soon to all other copilots."

    Starting with the next release wave in April this might be solved, and you can use the new canvas.

     

    Regards

  • FG-03051314-0 Profile Picture
    FG-03051314-0 6 on at
    Re: Connect CopilotStudio bot to Dynamics 365 Customer service VOICE Channel

    I take a chance and bump up this thread. I'm really looking for an answer on this one.

     

    Thanks in advance! 

  • FG-03051314-0 Profile Picture
    FG-03051314-0 6 on at
    Re: Connect CopilotStudio bot to Dynamics 365 Customer service VOICE Channel

    Thank you @alaabitar for your response. Unfortunately, i had already read those articles and they refer to settings we had in PowerVirtual Agent, which are no longer available in Copilot Studio.

     

    Per example; the "Transfert to agent" section isn't call the same anymore, and there are no options such as 'enable voice" when you select Omnichannel as your hand off to an agent channel. 

     

    Regards,

  • alaabitar Profile Picture
    alaabitar 83 on at
    Re: Connect CopilotStudio bot to Dynamics 365 Customer service VOICE Channel

    Hello @FrancoisGuerin 

    By following those two articles https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-pva-bots and https://learn.microsoft.com/en-us/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp you should be able to connect Copilot Studio to D365 Customer service voice.

    Let me know if it works for you.

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