Configure a post-call survey

2025-05-24

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

Post-call surveys help measure customer satisfaction in the contact center. Surveys are also an incentive for is AI agents (agents) to provide high-quality service. You can configure the survey to take place immediately after the call so that customers can provide their feedback while the conversation is fresh on their minds.

The experience discussed in this article is for survey agents that you create in Copilot Studio. You can also configure a survey template in the admin center, which is the latest experience. Learn more in Configure feedback surveys using Copilot Studio (preview).

You can obtain customer consent for post-call surveys as follows:

Automatic - implicit: The IVR agent informs the customer about a post-call survey at the end of the call. After the agent disconnects, the call is automatically transferred to a post-call survey agent.
Automatic - explicit: The IVR agent asks the customer if they want to participate in a post-call survey. The consent is saved in a va_SurveyConsent Boolean variable. If the customer consents, the call is automatically transferred to the post-call survey agent at the end of the call. If the customer says no, the call ends when the agent hangs up.
Agent-initiated: Towards the end of a call, the agent can ask the customer if they want to take a survey. If the customer says yes, the agent manually transfers the call to the survey agent.

We recommend that you have two agents if your organization wants to use Copilot Studio for both IVR and survey scenarios.

Create a survey agent in Copilot Studio

Use either Copilot Studio (no-code or low-code experience) or Azure bot Service (pro-developer experience).

You can add messages or questions in the Escalation topic to obtain a customer consent for a post-call survey. Examples of the messages are as follows:

Implicit survey

Implicit survey in Copilot Studio.

Explicit survey

Explicit survey in Copilot Studio.

Configure explicit survey in Copilot Studio.

Configure a survey agent

You can add messages or questions to a Copilot Studio IVR agent to create a post-call survey. An agent greets the customer when the call routed to the survey queue is answered. Examples of messages or questions configured in the Greetings topic for the agent to greet the customer are as follows:

Note

We recommend that you have two agents if your organization wants to use Copilot Studio for both IVR and survey scenarios.

Greetings in PVA.

Configure greeting in Copilot Studio.

Tip

The agent author can use Power Automate to implement custom business logic to decide who receives a survey. For example, the agent might decide to survey someone random, VIP customers, and so forth.

Connect your agent

Configure your Copilot Studio agent. Perform the steps in Configure handoff to Contact Center and Integrate an AI agent.
Configure your Azure agent. Learn more in Integrate an Azure bot.

Enable post-call survey in phone number settings

Note

Enabling the post-call survey feature isn't required for the customer service representative (service representative or representative) initiated scenario.

To route the customer to the survey agent automatically after the agent hangs up, perform the following steps:

In the Copilot Service admin center or Contact Center admin center app, select your voice workstream, and then select Edit next to the pencil icon to modify the settings.
Under Language, scroll to the bottom of the dialog, and then toggle Post-call survey to On.
From the dropdown menu, select the survey agent.
Select Confirm.