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Contact Summary

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want a quick overview of a contact without opening the full contact form.

What it does

The assistant generates a text summary of the contact, including:

  • Case history statistics
  • Entitlement tier (based on the parent account)
  • Job title
  • How long the contact has been a customer (relationship tenure)

This is useful for getting context on a person before handling their case, during triage, or when you need a quick refresher on the customer relationship.

Try prompts like

  • "Summarize contact Jordan Reyes"
  • "Tell me about Scarlett Hughes"
  • "What's the case history for this customer?"
  • "Give me context on Jordan"
  • "Who is Alex Johnson?"
  • "Summarize the contact for this case"

What you'll see in chat

The assistant displays a text summary directly in the chat conversation. There is no interactive widget or app-in-chat component for this capability.

Helpful tips

  • You can refer to the contact by name. The assistant finds the contact for you automatically.
  • Partial names work too, for example "summarize Jordan" will search for contacts matching "Jordan."
  • If you already have a case open, you can say "summarize the contact for this case."
  • For the full contact form with all fields, say "open contact Jordan Reyes" instead.
  • The entitlement tier comes from the parent account, not the contact directly.

Tip

The contact summary is a good starting point before handling a customer interaction or reviewing a new case.

What happens next

After the summary appears, you can continue with prompts like:

  • "Open the contact form for Jordan Reyes"
  • "Show the account for this contact"
  • "List cases for this customer"
  • "Summarize the account for this contact"

Does this change data?

No, summarizing a contact does not change data.

The summary is read-only and does not modify any records.

Prerequisites

This tool requires the following:

  • Copilot features to be enabled

Learn more in Manage Copilot features in Customer Service.

Tool summary

Property Value
User-facing name Contact Summary
Internal tool name summarize_contact
Purpose Returns an AI-generated text summary of a CRM contact, covering case history stats, entitlement tier (via the parent account), job title, and relationship tenure

Tool behavior

Returns an AI-generated text summary of a CRM contact, covering case history stats, entitlement tier (via the parent account), job title, and relationship tenure. This is a text-only tool with no app-in-chat widget. Accepts a contact name or contact GUID; at least one is required.

Annotations

Annotation Value Meaning
readOnlyHint true This tool does not modify data.
destructiveHint Not set Not applicable (read-only tool).
idempotentHint Not set Not applicable (read-only tool).
openWorldHint Not set Uses default (queries Dataverse).

Input concepts

Contact name

Input Description Required
contactName contactName (string, optional). Contact full name or partial name to search for. At least one of contactName or contactId is required. Varies

Contact identifier

Input Description Required
contactId contactId (string, optional). Dataverse contactid GUID. If provided, skips the name search and fetches directly. At least one of contactName or contactId is required. Varies

Response and UI behavior

This tool returns a text-only response with no app-in-chat component.

This MCP tool is supported by an MCP App.

Response type

Text narrative

The response includes case history statistics, entitlement tier (derived from the parent account), job title, and relationship tenure.

Routing notes

Use summarize_contact for:

  • "summarize contact", "tell me about" + a person's name
  • Quick customer context during triage
  • Learning about a contact's case history and entitlement

Don't use summarize_contact when the prompt explicitly says:

  • "Open" or "view" contact details - route to get_contact
  • "List contacts" - route to list_contacts
  • "Summarize account" (a company, not a person) - route to summarize_account
Tool Relationship
get_contact Opens the full contact form for detailed field-level view
list_contacts Lists contacts for browsing or disambiguation
summarize_account Summarizes an account (company) rather than a contact (person)
get_account Opens the parent account form

Data mutation classification

Read-only.

This tool does not change data. It reads contact, account, case, and entitlement records to generate a summary.

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