Enable features in Copilot pane

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

The Copilot help pane lets customer service representatives (service representatives or representatives) use Copilot features to respond to questions, compose emails, and draft chat responses in Copilot Service workspace.

Prerequisites

• You have the System Administrator role.

• If you aren't in the North America region and you want to use the web search powered by Bing feature, then you must enable data movement across regions and Bing search in Power Platform admin center. Learn more in Enable data movement across regions.

  

Enable Copilot settings

To enable the Copilot features in Copilot Service admin center, perform the following steps:

1. In Support experience, select Productivity.
2. For Copilot settings, select Manage.
3. Select one or both of the following options.
   • Copilot immersive: Lets representatives use AI in a conversational, focused experience to resolve cases.
   • Copilot side pane: Displays Copilot in the side pane so representatives can chat with AI using knowledge sources.

Enable agents within Copilot

You can configure agents within Copilot to help provide the right agent to match representative roles and tasks. Copilot can switch between the agents as needed.

Enable translation using Copilot

Select Let representatives translate responses using Copilot to allow service representatives to translate Copilot-generated responses into their preferred language. Representatives can choose from the languages configured in Dynamics 365 Customer Service.

Set up filters

Filters enable Copilot to generate responses based on a specific set of topics. You can set up filters for the Ask a question and Draft a response features.

You can apply the filters in the following sections.

Preset filters

Specify filters that are applied by default in the background to filter knowledge base articles. Representatives can't view these filters. You can set predefined filters for the Ask a question and Draft a response features as follows:

1. Select Manage Filters in Filters. The Manage filters pane appears.
2. Select Manage rules in Preset filters for the required feature.
3. Specify the required conditions for the filter.
4. Select Finish editing.

Representative Filters

Specify the filters that representatives can apply to further filter and refine Copilot responses. Representatives can view and select or deselect these filters in the Copilot help pane for the Ask a question feature. If a filter isn't configured as a representative filter, it operates in the background and isn't visible to representatives.

To configure a representative filter, do the following steps:

1. Select Add Filter for Representative Filters.
2. Specify the required knowledge base field that representatives can use. You can also specify the display name and add the values from the field that the representative can select.
3. Turn on the Filter status toggle. This toggle must be turned on for the representative to view the filter.
4. Select Finish editing.

Automated filters

Specify the filters that are automatically applied. The representatives don't need to explicitly set them in the Copilot help pane. To configure automated filters, do the following steps:

1. Select Add Filter for Automated Filters.
2. Specify the required knowledge base field and the rules that correspond to the field's value. The filter rule is applied only on the record type the representative is currently working on.
3. Turn on the Use untagged content if the field value is null toggle to view the content if the field value doesn't match the specified value.
4. Turn on the Allow representatives to view or change this filter toggle for service representatives to view a visual cue that the automated filter is applied and change the filtering options. Based on your setting, the following actions apply:
   • On: The application prompts you to create a corresponding representative filter for the same knowledge attribute in Representative Filters. Then, representatives can view the filter on the Copilot help pane.
   • Off: Representatives can't view the filter on the Copilot help pane. The filters operate in the background without any service representative notifications.
5. Select Finish editing.

Features supported with different knowledge sources

The following table summarizes the Copilot features supported for a configured knowledge source.

Customer Support agent

The Customer Support agent settings allow you to define how Copilot interacts with representatives when they use the Ask a question capability. Ask a question is available to representatives after you enable Copilot and configure instructions, knowledge sources, and prompts for the Customer Support agent. Representatives can ask questions conversationally, and Copilot answers the questions based on the internal knowledge base sources.

To configure Customer Support settings, perform the following steps:

1. In the Agents within Copilot section, select Manage next to Customer Support.
2. Configure the required Copilot features for representatives across the available tabs:
   • Overview
   • Immersive settings
   • Email settings
   • Prompts

You can use the following tabs to configure Copilot features for representatives.

Overview tab

The following settings are available on the Overview tab:

Instructions

You can provide custom instructions to guide how Copilot generates responses when service representatives use the Ask a question experience. Custom instructions can provide guidance on tone and style. They can also include formatting preferences, escalation guidance, compliance reminders, and organization-specific terminology.

To enable custom instructions for Copilot responses, perform the following steps:

1. In the Instructions field, type the guidance you want Copilot to follow when generating responses. This field supports up to 5,000 characters.

   For example:

   Respond in a professional and friendly tone.
   Provide clear, concise explanations.
   Use short paragraphs and bullet points when appropriate.
   If the knowledge base doesn't contain a clear answer, advise the representative to escalate the case.

2. Select Save.

The instructions are applied to all responses generated by Copilot when representatives use the Ask a question experience.

To improve the quality of Copilot responses, keep the instructions clear and concise, and update instructions if your organization changes its policies. Periodically review Copilot responses to ensure they align with your organization's expectations.

Deterministic response

Deterministic response helps to ensure Copilot returns consistent, repeatable outputs for the same input. When this setting is enabled, Copilot provides verbatim responses by generating predefined or strictly structured outputs instead of dynamically generated variations. Enable this setting when consistency is required, such as validating responses, comparing outputs, or testing scenarios that require predictable results.

Enhanced features

If you enabled the Copilot immersive experience, enhanced features are always available. For the Copilot side pane, you must select the Allow enhanced features checkbox to enable the following capabilities:

• Support for advanced case analysis: Copilot can help your representatives quickly understand complex cases by analyzing all relevant context and presenting clear, structured insights. It highlights key events, signals, and relationships across the case lifecycle to reduce time spent piecing information together. By surfacing patterns, risks, and recommended next steps, advanced case analysis enables faster, more confident decision-making. This allows your representatives to focus on resolution rather than investigation.
• App navigation via prompt: Copilot lets representatives navigate their work using natural language instead of clicks and menus. With a simple prompt, representatives can open records, move between related views, or take action without breaking their flow. This reduces context switching and makes everyday tasks faster and more intuitive. The result is a more fluid, conversational way to work across applications.
• Interactive card and diagram rendering: Copilot can transforms responses into rich, interactive visuals such as cards, tables, and diagrams when they improve clarity. Information is presented in the most effective format for quick understanding, rather than long blocks of text. These visual responses are easy to scan, interact with, and reuse in downstream workflows. This helps representatives grasp insights faster and act on them with confidence.
• Multistep reasoning and knowledge retrieval: Copilot can reason through complex requests by breaking them into steps and gathering the right information along the way. It combines context, knowledge, and logic to produce responses that reflect deeper understanding rather than one‑shot answers. This enables more accurate guidance for multi-part questions and complex scenarios. Users get clearer, more complete outcomes without needing to manually guide each step.

Suggested prompts

Select the Suggested prompts checkbox to allow Copilot to suggest prompts for representatives to select when they're chatting with Copilot. Suggested prompts replace the need for representatives to manually type topics or follow-up questions.

Proactive insights

Select the Proactive insights checkbox to allow Copilot to suggest knowledge-based answers and insights to representatives when they're chatting with customers. Proactive prompting enables service representatives to discover and prompt Copilot effortlessly, without the need for manual typing. This feature saves the service representative’s time and improves the quality of their overall experience.

To configure prompts from your organization, select the Prompts tab, and then in the Prompts from my organization section, select Add new prompt to add the prompts that you want to use.

Knowledge sources

You can configure Copilot to use internal knowledge base resources for generating responses. Then, the information is used for the Ask a question and Draft an email features in the Copilot help pane and rich text editor. By default, this option isn't turned on.

Select the Include a knowledge base or another type of knowledge source checkbox, and then select Use your organization's knowledge base as knowledge source. The system displays the number of articles in use.

Immersive settings tab

You can configure the following settings on the Immersive settings tab:

Workload prompt:

Type the default instructions you want Copilot to provide to your representatives to specify how Copilot should show the representatives their tasks.

Case overview card Use the dropdown menus to configure the way you want Copilot to display case details in the card that appears in the immersive mode. Select the Display label to user and Display customer info checkboxes if you want Copilot to share specific case details.

Email settings tab

You can configure the following settings on the Email settings tab:

Help pane - Write an email: Let Copilot help representatives draft emails in the help pane. Email sentiments (preview): Let representatives view AI-generated sentiment for emails. Learn more in Configure email. Copilot-recommended templates: Let representatives use Copilot-recommended templates for emails. Learn more in Configure the enhanced insert email template selection dialog. Trusted webpages: Add up to five trusted web domains as sources for Copilot to search and generate responses from. Copilot searches for information up to two levels down from the configured domain. You must enable the Bing Search in Power Platform admin center to add trusted web sources. Learn more in Enable data across geographic locations.

Copilot uses articles that are two nodes down the configured domain.

Prompts tab

You can use the Prompts tab to control which predefined prompts are available to service representatives when they use the Copilot immersive experience. Prompts help representatives perform common tasks, such as summarizing case activity or drafting emails, without manually typing complex instructions.

Prompts from my organization

The following settings are available in the Prompts from my organization section:

Select attribute for filtering prompts: Use this dropdown to filter the list of prompts based on a specific prompt attribute. Filtering helps you quickly locate prompts that meet certain criteria, such as review status or version.

The following are the available attributes:

• Expired Status
• Is Latest Version
• Primary Article
• Ready for Review

Changing the selected attribute updates the prompt list to show only prompts that match the selected filter.

Add or remove prompts

To manage prompts, perform the following steps:

1. On the Prompts tab command bar, select from the following options:
   • Add new prompt: Create a new organizational prompt that representatives can use in Copilot.
   • Remove prompt: Select the checkbox next to the prompt you want to remove, and then select Remove prompt to delete it from the list.
2. Select Save.

Prompt settings

Configure the prompt settings as described in the following table:

Extend agent tab

Turn on Extend agent with Copilot Studio to enable extensibility for your agent. When this setting is enabled, you can enhance the agent by using Copilot Studio to add tools, configure knowledge sources, and customize behavior beyond the default capabilities. Learn more in Extend Copilot in Customer Service with Copilot Studio.

Admin Management agent (preview)

The Admin Management (Preview) agent provides Copilot capabilities that help administrators understand and manage Copilot configuration and behavior. The agent uses the same tab-based configuration experience as other Copilot agents and exposes only the settings that are relevant to administrators.

To define Admin Management settings, perform the following steps:

1. In the Agents within Copilot section, select Manage next to Admin Management (Preview).
2. Configure the available settings on the following tabs:
   • Overview
   • Prompts
   • User access

Overview tab

The Overview tab for the Admin Management agent provides access to agent‑specific tools and knowledge configuration.

Use the Copilot Studio link to manage the tools and knowledge sources associated with the Admin Management agent.

Prompts tab

Use the Prompts tab to control which prompts are available when Copilot uses the Admin Management agent. This tab functions as a prompt library that lets you review and manage organizational prompts.

Prompts from my organization

The following columns are available in the Prompts from my organization grid:

Built‑in prompts are read‑only. You can enable or disable them, but you can’t edit their content.

Add or remove prompts

To manage prompts, perform the following steps:

1. On the Prompts tab command bar, select from the following options:
   • Add new prompt: Create a new organizational prompt that users can use in Copilot.
   • Remove prompt: Select the checkbox next to the prompt you want to remove, and then select Remove prompt to delete it from the list.
2. Select Save.

User access tab

Use the User access tab to control which users can use the Admin Management agent.

Select one of the following options:

• All representatives that have Copilot: Allows all users with Copilot access to use the Admin Management agent.
• Specific user roles: Restricts access to users who are assigned the selected security roles.

Changes to user access take effect after you save the settings.

Related information

FAQ about Copilot in Customer Service
Responsible AI FAQ about copilot features