Dynamics 365 Customer Insights – Journeys – Transform your outreach with Copilot-powered voice conversations

Originally posted by Microsoft Jun 24, 2025 Uncategorized 0 Comments

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 July 31, 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.

What action do I need to take?

This message is for awareness and no action is required.

Message ID: MC1101839

Comments are closed.

Joao Ferreira

I've been working with Microsoft Technologies over the last ten years, mainly focused on creating collaboration and productivity solutions that drive the adoption of Microsoft Modern Workplace.

%d bloggers like this: