Copilot Studio

What if your AI chatbot could handle routine customer questions and seamlessly hand off complex issues to a live agent — all without the customer noticing a hiccup? That’s exactly what I’ll show you how to build in this post. Whether you’re a developer, customer support manager, or IT enthusiast, by the end of this guide you’ll have a fully working Copilot connected to Dynamics 365 Customer Service Workspace and embedded on your website for real-time agent transfers. ...

Want your Power Virtual Agent to do more than just answer static questions? Making your chatbot truly interactive is achievable using Power Automate. When the bot asks the end user a question, it can accept input (entities), pass these to Power Automate and then in return tailor a response, based on the outcome of your flow. In order to demonstrate this, I built a parcel history bot that would query the DHL Tracking API and return to the user the current status and event history for a valid Tracking ID. This method can be re-applied to Microsoft Lists, Dataverse, Connectors and any other 3rd party API. You can watch a demo and see how it was built in more detail below. ...