{How to} Connect Copilot Studio Voice IVR from Dynamics 365 Omnichannel

Today I am going to share my thoughts on the Copilot Studio Voice IVR connect to Dynamics 365 Omnichannel.

Let's get's started.

Suppose you have a requirement for a call center to use Dynamics 365 Customer Service Omnichannel and organisation receive phone calls through toll free number and you would like to route those calls from Copilot Studio IVR and further transfer those calls into Omnichannel to answer the calls by customer service agents.

You will need:

To connect Copilot Studio's Voice IVR to Dynamics 365 Omnichannel, follow these steps:

1. Configure the BOT:

For detailed information visit Microsoft Docs: here

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

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