Integrate a voice-enabled agent with Dynamics 365 Customer Service

To create and test the voice features and integration between Copilot Studio and Dynamics 365 Customer Service applications:

1. Configure your Dynamics 365 Customer Service app. For more information, see Integrate a Copilot Studio bot.

2. Create an agent in your new environment. Consider using the Voice template.

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

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

5. Publish your agent. For more information, see Key concepts - Publish and deploy your agent.

6. Configure voice functionality in Dynamics 365 Customer Service.