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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 | 
Mar 28, 2025 |
- |
Business value
This feature empowers admins and users in non-Microsoft CRM solutions to use the CRM context to retrieve information using Copilot plugins, optimizing Copilot responses, and providing real-time insights tailored to customer cases or conversations. This improves efficiency and customer satisfaction by delivering targeted information based on the available plugins. It supports more complex use cases and enables customized experiences, leading to higher productivity and effective case resolution.
Feature details
For organizations that use Copilot embedded in non-Microsoft CRM solutions, admins can now enable plugin support within the Copilot embedded widget. This allows for advanced functionality by connecting plugins that provide additional data inputs. Admins can configure these plugins and define context keys in the admin experience. Copilot uses these to deliver context-aware responses in alignment with the host CRM solution.
Additional resources
Use targeted phrases in Copilot to get responses from plugins (docs)