Dynamics 365 Contact Center – Use feedback agent in chat and digital channels [MC1163796]

Message ID: MC1163796
We are announcing the ability to configure feedback surveys for the chat and digital channels using Copilot Studio to create and manage surveys that go out to the customers after a conversation ends in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?
This feature includes the following key capabilities:

• Enhanced and optimized survey runtime experience for performance and usability.
• Integration with live chat workflows, making sure that the entire feedback experience remains within the same chat window, eliminating the need to redirect users.
• Configuration and enabling of the survey agents in Copilot Service admin center. You must publish the survey agents in Copilot Studio before adding them to workstreams.
• Customization of the surveys in Copilot Studio visual editor, where you define questions and branching logic.

The survey becomes a part of the runtime behavior. The system automatically triggers the configured survey for the customers at the end of the conversation.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Configure feedback surveys using Copilot Studio (preview).

Source: Microsoft

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