Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Copilot conversation summaries provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations.
Prerequisites
Your administrator enabled the Copilot conversation summary feature.
Note
If your administrator enabled auto-summarization for ongoing conversations, you get an AI-generated summary of the conversation along with the Copilot-generated conversation summary. The two summaries can be slightly different. Learn more about auto-summarized conversations.
Navigation
In Copilot Service workspace, you can select Summarize conversation for an ongoing conversation.
View a conversation summary
Based on your administrator's configuration, you see the following options in Copilot Service workspace:
- The Copilot conversation summary is generated automatically when you request a consultation with another customer service representative, transfer the conversation, or end the conversation. You can select Summarize conversation to generate the summary for an ongoing conversation based on the configuration set by your adminstrator.
- The summary is displayed in a paragraph format or structured format.
You can perform the following actions:
- Copy the summary.
- Share feedback about the summary.
- Close the summary card.
- Select Create case to create a case and populate the description with the summary, if your administrator turned on this feature.
Note
You can see Create case only if case management is configured.
View summary for a closed conversation
You can also view the Copilot generated summary for a closed conversation. In Copilot Service workspace in the Activities view, filter by Conversations and then select the required conversation. Select the Summary tab. The summary for the conversation appears. Learn more in View conversation transcripts and call recordings.