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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.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Nov 18, 2024 |
Apr 2025 |
Business value
Traditional customer feedback management can take a long time, sometimes weeks, to close the loop with action on feedback provided. Different tools are used to capture customer feedback across different channels within your contact center. With AI, you have an opportunity to enable real-time feedback, with automated and personalized feedback loops to help unlock immense business values. This feature unifies the process of configuring the surveys across channels while using the generative AI capabilities of Copilot Studio agents.
Feature details
With this feature, you can:
- Use Copilot Studio agents to gather customer feedback and configure contextual actions, depending on the feedback.
- Unify and centralize the process of configuring surveys across all channels—messaging, voice, and custom channels.
- Use predefined templates to create surveys.
- Allow supervisors to view and review feedback summarized into actionable insights.