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Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Nov 30, 2024 |
Business value
You can use a single IVR agent for multiple languages. The agent distinguishes between languages based on the phone number the customer dials, eliminating the need for creating multiple agents.
Feature details
You can create a single agent that can handle multiple languages in Copilot Studio. When you assign phone numbers in the voice channel in Dynamics 365 Contact Center, you can select a language that will be the primary one based on the phone number. This feature eliminates the need for multiple agents by linking languages to dialed numbers.