Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR

Module
9 Units

Intermediate

Functional Consultant

Business User

Administrator

Dynamics 365

Dynamics 365 Contact Center

Microsoft Copilot Studio

Dynamics 365 Contact Center IVR Copilot agents are designed by using Microsoft Copilot Studio. It designs these agents based on a customer's business needs, which guides a caller's experience in the interactive voice response (IVR) session. To allow scalability and facilitate quick changes in your IVR flow, such as broadcasting messaging, you can create rules by using Microsoft Power Apps and then integrate them into your Copilot agent. This approach allows businesses to make real-time changes to the Copilot agents without needing to modify or republish the agent.

Learning objectives

This module explains how to:

Create dynamic rules
Link dynamic rules with your Copilot agent

Prerequisites

Basic knowledge of Microsoft Copilot Studio and Microsoft Power Apps

Introduction min
Create a dynamic welcome message in Power Apps min
Create a user-friendly UI for business administrators min
Create your Copilot agent min
Test the agent min
Update the welcome message dynamically min
Test the Copilot agent with the new message min
Check your knowledge min
Summary min

Start