Summarise conversation for human handoff

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Posted on by JasR

What’s the recommended way to automatically create a summary of an AI agent and user conversation—including the problem described and troubleshooting steps—so it can be shared with a human agent during escalation?

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SpongYe 5,909 Super User 2026 Season 1 on at

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Hi @JasR

Use the Escalate system topic with a Transfer conversation node, and pass a generated handoff summary as context to the human agent. In Copilot Studio, handoff is handled through the System > Escalate topic. Microsoft handoff guidance, for example, says to open the agent, go to Topics > System > Escalate, add Topic management > Transfer conversation, then publish the agent.

Please check the documentation for the best practices: Hand off to a live agent

If you have any questions or feedback, please let me know. Have a great day! 😊

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11manish 3,333 on at

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A common and recommended approach is to generate an AI-powered conversation summary at the point of escalation and pass that summary to the human agent along with the conversation context.

The summary should capture key information such as:

The customer's issue or request

Important details provided by the customer

Troubleshooting steps already performed

Actions taken by the AI agent

Current status and outcome

Recommended next steps for the human agent

In Microsoft Copilot Studio, this can be implemented by capturing the conversation transcript and using a Generative AI prompt (or Prompt Action) to create a

structured summary.

The summary can then be stored in a Dataverse record, Dynamics 365 Case, ServiceNow ticket, Zendesk ticket, email, or any other system used for agent handoff.

A typical implementation pattern is:

Customer → Copilot Agent → Conversation Transcript → AI Summary → Case/Ticket Creation → Human Agent

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Valantis 6,735 on at

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Hi @JasR,

Copilot Studio has a built-in way to do this.

In your Escalate topic, before the Transfer conversation node, add a Generative AI prompt node (or a question node) to generate a summary of the conversation. Use a prompt like: "Summarize this conversation including the user's problem and troubleshooting steps attempted."

Store the summary in a variable, then pass it to the Transfer conversation node using the private message field. That field maps to the va_AgentMessage context variable which is delivered to the human agent in the engagement hub (Dynamics 365 Omnichannel, ServiceNow, etc.) as a whisper/context note.

Microsoft docs confirm: "The optional private message to the live agent is stored in the va_AgentMessage context variable" and the full conversation history is also passed automatically when handoff occurs.

If you're not using an engagement hub and just want to email the summary, generate the summary variable in the Escalate topic, then call a Power Automate flow before transferring and pass the summary as an input parameter to trigger the email.

Ref: https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-hand-off

Best regards,

Valantis

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