Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
You can create agents to interact with your customers and integrate with customer service and customer engagement hubs. Such agents provide your customers with self-help based on generative AI. The agent can answer questions and provide information from what's on your company website, within files you upload, or from your knowledge base sources.
When necessary, your agent can transfer the customer to a live agent with integrated handoff to the customer engagement hub that you already use. Customer engagement hubs might be Dynamics 365 Customer Service, ServiceNow, Salesforce, LivePerson, or Genesys.
First, you need to create an agent with generative AI, and tell it where it should look for information when interacting with your customer. The agent uses that information to determine the best answer or response to the user's question and return the information in a conversational tone.
Once you create and test your agent, you can configure integration between the agent and your engagement hub, including handoff to a live agent.
Create an agent and connect it to your knowledge source
If you're new to creating agents in Copilot Studio, follow the steps in the Quickstart.
If you're familiar with creating agents in Copilot Studio and have an agent now, you can go straight to the instructions for adding a generative answers node to connect your agent to your data.
Important
Classic chatbots don't support generative AI features. Classic chatbots are marked as such in Copilot Studio. These are chatbots made with older versions of Copilot Studio and its predecessor, Power Virtual Agents.
Connect to knowledge sources
| Name | Source | Description | Number of inputs supported in generative answers | Authentication |
|---|---|---|---|---|
| Public website | External | Searches the query input on Bing, only returns results from provided websites | Generative mode: 25 websites Classic mode: Four public URLs (for example, microsoft.com) |
None |
| Documents | Internal | Searches documents uploaded to Dataverse, returns results from the document contents | Generative mode: All documents Classic mode: Limited by the Dataverse file storage allocation |
None |
| SharePoint | Internal | Connects to a SharePoint URL, uses GraphSearch to return results | Generative mode: 25 URLs Classic mode: Four URLs per generative answers topic node |
Agent user's Microsoft Entra ID authentication |
| Dataverse | Internal | Connects to the configured Dataverse environment and uses a retrieval-augmented generative technique in Dataverse to return results | Generative mode: Unlimited Classic mode: Two Dataverse knowledge sources (and up to 15 tables per knowledge source) |
Agent user's Microsoft Entra ID authentication |
| Enterprise data using connectors | Internal | Connects to connectors where your organization data is indexed by Microsoft Search | Generative mode: Unlimited Classic mode: Two per custom agent |
Agent user's Microsoft Entra ID authentication |
Note
Agent user authentication for knowledge sources means that when a specific user asks a question of the agent, the agent only surfaces content that the specific user can access.
Knowledge sources in generative answers nodes currently don't support Bing Custom Search, Azure OpenAI, or Custom Data. Instead, from the generative answers node properties, use the Classic data option for Bing Custom Search, Azure OpenAI, or Custom Data sources.
For websites, you need to confirm which website(s) your organization owns that Bing will search through Copilot Studio.
You can perform language-agnostic querying across all supported file types and languages.
If you're using unstructured data, such as individual SharePoint files and folders, OneDrive files and folders, or connectors, there are different limits and limations. For more information, go to Limits and limitations.
Currently, citations returned from a knowledge source can't be used as inputs to other tools or actions.
Configure handoff to customer engagement hubs
Configuring agent behavior
The following fields are available under Agent details on the side navigation pane and let you customize your agent for tone and behavior.
| Field | Description |
|---|---|
| Greeting message | What the agent says when greeted. |
| Start over message | What the agent says when the user asks to start the conversation over. |
| Conversation start message | What the agent says when opened. |
| Escalate link | A link for the user to talk to an agent. |
| No match message | What the agent says when it doesn't have topics for the user's input. |
| Multiple topics matched | What the agent says to ask the user to clarify their meaning. |
| Reset conversation message | What the agent says after starting the conversation over. |