Table of Contents
Summary
- Integration of Copilot Studio agents for real-time personalized voice conversations in Dynamics 365 Customer Insights – Journeys.
- Enables seamless integration with Contact Center Proactive Engagement and audience management.
- Allows customizable conversational voice messages within the journey design.
- Detailed engagement metrics available for call interactions in journey reporting.
- Access to voice and interaction data for custom reporting using Microsoft Fabric integration.
Admin Impact: Low
User Impact: High
Release Start: 27 Oct 2025
Release End: 27 Oct 2025
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
10/8/2025 Item Added to Message Center
Microsoft Message
We are announcing the ability to leverage Copilot Studio agents to engage in real-time personalized voice conversations, offering alternative, solutions-based ongoing dialogue with your customers in Dynamics 365 Customer Insights – Journeys. This feature will reach general availability on October 27, 2025.
How does this affect me?
With the Copilot-powered voice conversations feature, you can:
- Enable seamless integration with Contact Center Proactive Engagement.
- Manage the audience configuration and compliance profiles for your voice channel.
- Choose a Conversational Voice message in a journey by selecting a Contact Center Proactive Engagement.
- Design your journey to include conversational voice messages and react to message outcomes.
- View detailed engagement metrics, such as the number of attempts, outcomes, and specific results for each call interaction in the out-of-the-box journey reporting.
- Access all voice and engagement interaction data in storage and build custom reports using Microsoft Fabric integration.
What action do I need to take?
This message is for awareness and no action is required.