We are announcing the ability to leverage Copilot Studio agents to engage in real-time personalized voice conversations, offering alternative, solutions-based ongoing dialogue with your customers in Dynamics 365 Customer Insights – Journeys. This feature will reach general availability on October 27, 2025.
How does this affect me?
With the Copilot-powered voice conversations feature, you can:
- Enable seamless integration with Contact Center Proactive Engagement.
- Manage the audience configuration and compliance profiles for your voice channel.
- Choose a Conversational Voice message in a journey by selecting a Contact Center Proactive Engagement.
- Design your journey to include conversational voice messages and react to message outcomes.
- View detailed engagement metrics, such as the number of attempts, outcomes, and specific results for each call interaction in the out-of-the-box journey reporting.
- Access all voice and engagement interaction data in storage and build custom reports using Microsoft Fabric integration.
This message is for awareness and no action is required.
Source: Microsoft
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