Copilot Agents

Copilot agents can be integrated into chat using the Copilot Agent block in an IVR.

Follow the steps below to setup the Copilot Agent.

Copilot Studio Agent Creation:

1. Create and configure a Copilot agent for your specific scenario https://copilotstudio.microsoft.com/

2. Topics tab | All filter | Select Escalate

3. Delete the Message block (second block)

4. Select the + (Add node) button below the Trigger block | Topic Management | Transfer conversation

5. Save

6. Agent settings | Security | Authentication | Select No Authentication

7. Agent settings | Security | Web channel security | Copy one of the secrets

8. Publish the Copilot Agent

Contact Center Configuration:

1. Contact Center | Configuration | Copilot Agents | Add

2. Give the Copilot Agent a name. Typically, this would match the name of the agent in Copilot Studio.

3. The Description field is optional.

4. Paste the secret copied in step 3 in the Direct Line Secret field.

5. Save

Now the Copilot agent will be listed as an option in the Copilot Agent block in the IVR.