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

Originally posted by Microsoft Oct 2, 2025 Uncategorized 0 Comments

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.

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).

Message ID: MC1163796

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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.

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