Manage your agents in Omnichannel for Customer Service
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
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.
In Omnichannel for Customer Service, you can seamlessly add an AI agent (agent) and get it up and running within a few minutes while the integration is taken care of in the background.
You can manage your agents in Copilot Studio on the Bots page.
Agents in Copilot Studio must be available in the tenant where Omnichannel for Customer Service is available.
When you add an agent by using the steps outlined in this section, the agent in Copilot Studio is automatically registered in Azure and connected to Omnichannel for Customer Service. You'll then configure topics in Copilot Studio for the scenarios that you want the agent to handle.
Note
Agents that you create in Customer Service admin center or Contact Center admin center work with enhanced voice workstreams only. To create classic agents for existing voice workstreams that aren't migrated, use Copilot Studio.
- In admin center, select Bots under Customer support.
- On the Bots page, select Add, and on the Add a bot page, select Create new bot, and then select Next.
- On the Create a basic bot page, enter a name for your agent and select the primary language that it must use, and then select Create. The agent is created and listed on the Bots page.
- Optionally, you can also add an existing agent if it's already created in Copilot Studio. The Connect existing bot option lets you connect the agent. The agent is connected after a few minutes and listed on the Bots page. The voice-enabled agent that you connected works with the enhanced voice workstream only.
Important
Agents that you've created in Copilot Studio by using the Try the unified canvas (preview) option won't work with the voice workstreams.
On the Bots page, you can review the agent details and also perform the following actions:
- Disconnect the agent.
- Select the agent name. The Copilot Studio app opens on a new tab where you can configure topics and other settings for the agent.
Add a bot to a workstream
End bot conversation
Get started with Customer Service admin center
Configure Copilot Studio bots for voice channel