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Configure outbound dialer settings

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

Customer service representatives (service representatives or representatives) can place a call to a customer using the outbound dialer.

This article describes how you can configure various settings for the outbound dialer in the Copilot Service admin center.

Enable service representatives to search for contacts and open records from outbound dialer

In the outbound dialer, service representatives can search for customers by name. They can also select and open a customer's record from the recently dialed number list. When the representative initiates a call, a widget appears on the dialer pane and shows the status of the call.

Prerequisites

  • Enable Dataverse search for your environment in Power Platform admin center.
  • Configure the minimum number of characters that should trigger the search. Learn more in Lookup behavior.

Configure search by name, open records

Perform the following steps:

  1. In Power Apps, select the required solution.
  2. Select and edit the following setting definitions:
  • Enhanced outbound dialer April 2024 improvements: Enables representatives to select and open customers records from the recently dialed number list in the outbound dialer.
  • Enhanced outbound dialer contact search experience: Enables representatives to search for contacts and accounts by name.
  1. Select the setting definitions, and set the Setting environment value option to Yes. Learn more in Update a setting definition.
  2. Save and publish the changes.

Enable the enhanced dialer experience

When the service representative selects Call in the outbound dialer, a widget appears on the dialer pane and shows the status of the call. Representatives can also initiate multiple calls from the dialer. Learn more in Make a call using the outbound dialer

Perform the following steps to enable the widget:

  1. In Copilot Service admin center, select Miscellaneous in Operations.
  2. Select Manage for New and upcoming features. The New and upcoming features page appears.
  3. Select Enable voice controls in dialer.