Integrate a voice-enabled copilot with Omnichannel for Customer Service

To create and test the voice features and integration between Copilot Studio and Omnichannel for Customer Service applications:

  1. Configure your Omnichannel for Customer Service app. For more information, see Integrate a Copilot Studio bot.

  2. Create a copilot in your new environment. For more information, see Build a voice copilot from a template.

  3. Add, configure, and edit the voice-related settings for the copilot. For more information about each feature and setting, see Configure Voice capabilities.

  4. Connect your copilot to Omnichannel for Customer Service. For more information, see Configure hand-off to Dynamics 365 Customer Service.

  5. Publish your copilot. For more information, see Key concepts - Publish your copilot.

  6. Configure voice functionality in Omnichannel for Customer Service.