Overview of custom copilots

Copilot supports agents with real-time guidance, leading to better performance and faster resolutions. By integrating seamlessly into existing workflows and providing valuable business insights, Copilot can help your business stay competitive and continually improve your services.

You can create a custom copilot, where you can start from scratch and build it to meet your agents’ unique needs. Your custom copilot focuses more on multiturn chat.

Copilot and managed or customizable topics in Copilot Studio

You can extend the functionality of your Copilot using Microsoft Copilot Studio. This functionality is present under the Extend with Microsoft Copilot Studio entry in the side navigation pane.

Managed and customizable topics in Copilot Studio

When changing some topics or system topics in Copilot Studio, you see a message indicating that a topic is "managed and customizable". These topics can be changed in Copilot Studio, but doing so means that any configuration (listed in this article) in Microsoft 365 Copilot for Service stops taking effect. To avoid this outcome, make the configuration changes in Copilot for Service as described here.

If you made customizations in Copilot Studio, you see the message "This managed topic has a customization layer on it. Remove customizations to reset this topic to the managed layer."

Managed non-customizable topics in Copilot Studio

Some topics are managed and non-customizable. These topics aren't editable and you can only customize their behavior using the configurations listed in this article.

Configuring your Copilot messages and behavior

The following fields, found under the Configure copilot section on the side navigation pane, allows you to customize the messages your copilot uses in different scenarios. Changes to the messages here are reflected on your copilot after it publishes. To publish, go to Overview and select Publish under the Publish your copilot section.

Conversation start message

The conversation start message is the message that displays to the agent when the conversation starts. make sure your agents understand that AI is used to generate the responses and inaccuracies are possible. They should review the responses before using them with your customers.

No match message

This message is displayed when copilot doesn't have a response to the agent's input.

Greeting response

The greeting response is the message copilot shows when greeted. Note that this message is different than the message that shows when conversation starts. The greeting response is only used if the customer explicitly enters "hello" or a similar message.

Start over confirmation

This message is displayed when the user asks to start a new conversation.

Start over message

This message is displayed when starting the conversation over. This message is used when the user explicitly asks the conversation to be restarted.

Thank you response

This message is displayed when the user thanks the copilot.

Configuring websites as data sources

To configure websites as a data source, see Managing Websites and Sharepoint.

Configuring offline files as data sources

To configure offline files as data sources, see Use uploaded documents in Copilot for service.

Configuring knowledge bases as data sources

To configure a knowledge base from ServiceNow, Salesforce, or ZenDesk as a data source for your customer copilot, see Connecting customer engagement sources in Copilot for Service.

Embedding Agent Copilot in your Agent Console

For more information on embedding your copilot, see Configure a copilot for a demo website or Agent console.