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Real-time agents enable natural, context-aware conversations across voice and digital messaging channels. Customers can interact directly with an AI-powered agent and receive immediate, relevant responses without relying on traditional interactive voice response (IVR) menus or scripted experiences. For voice channels, real-time agents support fully voice-driven interactions over PSTN and SIP, including dual tone multifrequency (DTMF) input, barge-in, voice activity detection (VAD), and other telephony capabilities.
You can use the same real-time agent configuration across both voice and digital messaging channels, providing a consistent experience regardless of how customers choose to engage.
Note
- Real-time agents is in preview for digital messaging channels. Preview features aren't meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
- Learn about basic agents in Basic agents overview.
- Learn more about developing agents in Overview of real-time agent design optimization.
The following table describes the capabilities provided by real-time agents:
| Capability | Description |
|---|---|
| Natural language understanding | Understands customer intents without requiring specific phrases or menu options. |
| Multi-channel deployment | Deploy the same agent to voice, digital messaging (preview), or both. |
| Voice-native design | Purpose-built for spoken interaction with a natural conversation flow. Applicable to voice channel only. |
| Real-time responsiveness | Minimal latency with instant turn-taking and natural pauses. |
| Context awareness | Maintains conversation state and references previous interactions. |
| Multilingual support | Understands and responds in multiple languages. |
| Flexible integration | Connects with CRMs, knowledge bases, APIs, and Power Automate flows. |
| Deterministic control | Combines AI conversation with structured topic flows for compliance and consistency. |
Prerequisites
Before you begin, ensure you have the following license, role, and permission prerequisites in place:
- Dynamics 365 Contact Center with the following channels configured per your requirement. To learn more, see Provision channels in Dynamics 365 Contact Center.
- Voice channel and call routing
- Digital messaging channels
- Omnichannel administrator role with permissions to configure voice or messaging channels and the required workstream.
- Copilot Studio for agent creation and configuration.
- Copilot Studio maker role with permissions to create and configure agents.
Note
- For the most complete and up-to-date Copilot Studio licensing and billing information, refer to the Microsoft Copilot Studio Licensing Guide.
- For the most complete and up-to-date Dynamics 365 Contact Center licensing and billing information, refer to the Microsoft Dynamics 365 Licensing Guide.
Regional prerequisites
This feature uses two AI models, GPT-Realtime or GPT-Realtime-Mini, deployed with a Global Standard deployment. The GPT-Realtime model is hosted in North America, while the GPT-Realtime-Mini model is hosted in Australia. Data might be processed globally, outside of the resource's Azure geography, but data storage remains in the AI resource's Azure geography.
These regional requirements apply regardless of whether the agent is deployed to the voice channel or digital messaging channel.
Learn more in Understanding deployment types in Microsoft Foundry Models and Data, privacy, and security for Azure Direct Models in Microsoft Foundry.
Note
As of June 2026, the GPT-Realtime AI model is hosted in North America only. The GPT-Realtime-Mini model is hosted in Australia. Customers outside of North America and Australia can use cross-geo processing into either model. However, the following regional limitations apply:
- Australia customers: Full support, no extra configuration
- North America customers: Full support, no extra configuration
- Customers outside North America and Australia: Must allow cross-geo processing
- EU Data Boundary customers: Cannot use Real-time agents (EU regulations prohibit cross-geo processing)
Responsible AI and compliance notice
Microsoft's safety and responsible AI evaluations found safety-relevant behavioral limitations that might result in a higher risk that the agent produces potentially harmful content. Customers should take steps to mitigate these risks as further detailed in the transparency note for real-time agents.
You're solely responsible for using Dynamics 365, this feature, and any related feature or service in compliance with all applicable laws. Customers are also responsible for complying with Microsoft policies. These policies include the Microsoft Enterprise AI Services Code of Conduct.
Known limitations
The following limitations apply to real-time agents for digital messaging channels while the feature is in preview:
- Authentication: OAuth and Microsoft authentication aren't supported. Configure the agent with No authentication. Learn more in Configure user authentication.
- Conversation length: Conversations that exceed 60 minutes automatically escalate to a human agent.
- Analytics: Copilot Studio analytics reports might be incomplete for real-time agents. Learn more in Analytics overview.