Quickstart - create and deploy an agent-facing copilot

Prerequisites

• Learn more about what you can do with Copilot for Service.
• Get access to Copilot for Service.
• You need a System Customizer or System Administrator role on the environment where your copilot is created. For more information, see predefined security roles.
• Your copilot must be created in the US region. Other regions, and languages other than English, aren't currently supported.

Create an agent copilot

You can create an agent copilot in a few easy steps.

1. Go to the main landing page for Copilot for Service and sign up for a license if you haven't already.

2. A wizard appears, where you can create your copilot.

3. Set the name of the agent-facing copilot you want to create or continue with the predefined name, then select Create.

   The environment defaults to the new Copilot for Service environment, but you can create the agent in a Copilot for Service trial environment. You're set up with System Customizer privileges on this environment.

   Note

   The agent-facing copilot can only be created in English language at this time.

4. Set up your connections and sources of knowledge for your agent-facing copilot.

   Supply content connections like websites and knowledge base articles from customer engagement services, so that your copilot can respond to real-time questions. These websites serve as a source of generative answers. For more information, see Manage content Sources.

   

5. Select Create to create your copilot.

   The new environment and copilot are created. This process can take a few minutes. Once created, you land in the Agent copilot Overview page with a test chat open.

6. Test the copilot by typing questions in the Chat. The answers you see are sourced from the website or customer engagement service you previously added. Customize the copilot with the actions on the overview page.

Note

Only one agent-facing copilot can be created per environment.

Customize your copilot

With your new agent-facing copilot, you can make customizations and enhancements by editing existing content sources or adding new ones to expand your copilot's knowledge.

1. To customize your copilot, navigate to the Content sources page.

   

2. To configure your copilot, navigate to the Configure copilot page.

   Here you can manage your copilot's conversational behavior and filter content from content sources.

   

3. Test your copilot in the Chat box.

Publish your copilot

You can give agents access to your copilot by publishing it.

For more information, see Publish your copilot.

Access your copilot

Agents can talk to your copilot from a web browser, in Microsoft Teams, or your existing agent console.

• Share your copilot with agents.

• Add a copilot to Microsoft Teams.

• Add your copilot to your agent console.