MC1173185 Dynamics 365 Customer Service: Intent-based suggestions has been disabled

Summary

• Default state of intent-based suggestions in the Copilot Service workspace app has been changed to disabled.
• Customers using intent-based suggestions must manually enable the feature.
• Specific steps are provided to reenable intent-based suggestions and address potential issues.
• All agents require these steps to enable intent-based suggestions for experience profiles.

Admin Impact: Medium
User Impact: Medium
Release Start: 17 Oct 2025
Release End: 17 Oct 2025
Services: D365 Apps
Category: Prevent or fix issues
Tags: Admin Action

History

10/15/2025 Item Added to Message Center

Microsoft Message

Due to reports of unintended token consumption in the Copilot Service workspace app, we have modified the default state of intent-based to be disabled.

How does this affect me?

All existing Intent-based suggestions customers will need to manually enable the feature.

What action do I need to take?

To reenable intent-based suggestion functionality:

1. Go to the Copilot Service workspace > Workspaces > Experience profiles
2. Select an editable experience profile (no lock symbol)
3. Scroll down to configuration
4. There are two situations that may be encountered due to delayed uptake of solutions:
   1. Intent-based suggestions shows false.
      • Simply enable and save, the feature will become available on CSW refresh.
   2. Intent-based suggestions shows true but is not showing up in the AICopilot pane of the CSW page.
      • Toggle the feature to off, then toggle it back on to “On”.
      • Feature will now display again in the AICopilotPane.

For experience profiles, please note that the above steps must applied to all agents in which you intend to enable intent-based suggestions for.