Dynamics 365 Contact Center – Configure feedback surveys using Copilot Studio

We are announcing the Configure feedback surveys using Copilot Studio feature. With this feature you can create and manage surveys that go out to the customers after a call or conversation ends. This feature will be generally available for the voice channel on April 30, 2025. Please note, this feature will remain in public preview for all other channels. How does this affect me? Feedback surveys unify the process of configuring the surveys across channels while using the generative AI capabilities of Copilot Studio agents. With this feature, you can: Use Copilot Studio agents to gather customer feedback and configure contextual actions, depending on the feedback. Unify and centralize the process of configuring surveys across all channels—messaging, voice, and custom channels. Use predefined templates to create surveys. Allow supervisors to view and review feedback summarized into actionable insights. What do I need to do to prepare? Please ensure that the following prerequisites are met prior to the release of this feature: Copilot Studio and the channels in Dynamics 365 Contact Center or Dynamics 365 Customer Service are available in the same environment. Assign the Omnichannel Administrator role. This message is for awareness and no additional action is required. Message ID: MC1056198

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