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Integrate a voice-enabled agent with Dynamics 365 Contact Center

To create and test the voice features and integration between Copilot Studio and Dynamics 365 Contact Center applications:

  1. Configure your Dynamics 365 Contact Center app. For more information, see Integrate a Copilot Studio bot.

  2. Create an agent in your new environment. Consider using the Voice template.

  3. Add, configure, and edit the voice-related settings for the agent. For more information about each feature and setting, see Configure voice capabilities.

  4. Connect your agent to Dynamics 365 Contact Center. For more information, see Configure hand-off to Dynamics 365 Contact Center.

  5. Publish your agent. For more information, see Key concepts - Publish and deploy your agent.

  6. Configure voice functionality in Dynamics 365 Contact Center.

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