Official Microsoft 365 Copilot for Service documentation - Copilot for Service

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</script><script src="https://wcpstatic.microsoft.com/mscc/lib/v2/wcp-consent.js"></script> <script src="https://js.monitor.azure.com/scripts/c/ms.jsll-4.min.js"></script><script src="/static/assets/0.4.028726178/global/deprecation.js"></script><script src="/static/assets/0.4.028726178/scripts/en-us/index-docs.js"></script></head> <body lang="en-us" dir="ltr"> <div class="header-holder has-default-focus"> <a href="#main" style="z-index: 1070" class="outline-color-text visually-hidden-until-focused position-fixed inner-focus focus-visible top-0 left-0 right-0 padding-xs text-align-center has-body-background" tabindex="1">Skip to main content</a><div hidden id="cookie-consent-holder" data-test-id="cookie-consent-container"></div> <div id="unsupported-browser" style=" background-color: white; color: black; padding: 16px; border-bottom: 1px solid grey;" hidden > <div style="max-width: 800px; margin: 0 auto;"> <p style="font-size: 24px">This browser is no longer supported.</p> <p style="font-size: 16px; 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Learn how to quickly and simply customize the chat experience for your customers and employees.</p> </div> </section> <section id="highlighted-content"> <div class="uhf-container padding-block-sm"> <div class="columns is-multiline"> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height position-relative"> <div class="card-content display-flex"> <div class="media align-items-stretch"> <div class="media-left display-none display-block-tablet"> <div class="image image-64x64 has-text-power-virtual-agents" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64" preserveAspectRatio="xMidYMin meet"> <g data-name="Layer 1"> <path fill="#acacac" d="M40.93 51.66L24.42 54.3V12.12l16.51-2.64v42.18z"></path> <path fill-opacity=".3" fill="#e3e3e3" d="M57.71 53.19l-16.59-1.32-16.59 2.65-16.58-1.33V12.14l16.58 1.33 16.59-2.65 16.59 1.32v41.05z"></path> <path d="M24.41 54.52h-.08l-17.2-1.38V10.76l17.23 1.37 16.58-2.65H41l17.2 1.37v42.39L41 51.87zM8.46 51.91l15.9 1.27 16.58-2.65H41l15.87 1.27V12.09L41 10.82l-16.59 2.65h-.08L8.46 12.19z" fill="#e3e3e3"></path> <path d="M59.63 31.82a3 3 0 0 0-3-3A5.48 5.48 0 0 0 46.79 26h-.37a4.42 4.42 0 0 0-.48 8.81h11.1a3 3 0 0 0 2.59-2.99zm-34.02.79A3.61 3.61 0 0 0 22 29h-.06a6.6 6.6 0 0 0-11.81-3.41h-.44a5.33 5.33 0 0 0-.58 10.62h13.37a3.6 3.6 0 0 0 3.13-3.6z" fill="#fff" stroke="#e3e3e3" stroke-miterlimit="10"></path> <circle cx="32.83" cy="32" r="10" class="fill-current-color" fill="#0079d6"></circle> <path fill="#fff" d="M36.89 26.93l-5.64 4.02-2.48 6.48 5.64-4.03 2.48-6.47z"></path> </g> </svg> </div> </div> <div class="media-content"> <p class="card-supertitle margin-top-none margin-top-xs-tablet">Overview</p> <a href="about-microsoft-copilot-for-service" class="card-title stretched-link has-external-link-indicator" data-linktype="relative-path">What is Microsoft 365 Copilot for Service?</a> </div> </div> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height position-relative"> <div class="card-content display-flex"> <div class="media align-items-stretch"> <div class="media-left display-none display-block-tablet"> <div class="image image-64x64 has-text-power-virtual-agents" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64" preserveAspectRatio="xMidYMin meet"> <g data-name="Layer 1"> <path d="M49.85 11.83v46.84a.57.57 0 0 1-.57.57h-34.5a1.37 1.37 0 0 1-1.37-1.37V11.83a1.37 1.37 0 0 1 1.37-1.37h33.7a1.37 1.37 0 0 1 1.37 1.37z" fill-opacity=".3" fill="#e3e3e3"></path> <path d="M49.57 11.83v46.84a.57.57 0 0 1-.57.57H14.5a1.37 1.37 0 0 1-1.37-1.37v-46a1.37 1.37 0 0 1 1.37-1.37h33.7a1.37 1.37 0 0 1 1.37 1.33z" fill="none" stroke="#c8c8c8" stroke-miterlimit="10" stroke-width="1.25"></path> <path d="M41.47 15.14H45v35.11a3.56 3.56 0 0 0 3.53 3.06h-27.9a3.57 3.57 0 0 1-3.57-3.57v-34.6h4.52" fill="#c8c8c8" fill-opacity=".8"></path> <path d="M48.19 45.29H23.87v4.91a3 3 0 0 1 0 .52 3.6 3.6 0 0 1-1.71 2.59H48.21c2.56-.27 2.68-3 2.68-3.07v-4.95z" opacity=".8" fill="#e3e3e3"></path> <path d="M30.08 31.55h-4.71a.26.26 0 0 1-.27-.24.17.17 0 0 1 0-.1l5.65-11.28a.26.26 0 0 1 .24-.14h5.61a.25.25 0 0 1 .26.24.2.2 0 0 1 0 .13L30.17 29h6.48a.26.26 0 0 1 .27.24.24.24 0 0 1-.07.16L26.09 40.67c-.1.06-.81.66-.46-.25z" class="fill-current-color" fill="#0079d6"></path> <path d="M34.52 8.23a1.55 1.55 0 0 0 0-.22A3.25 3.25 0 1 0 28 8a1.55 1.55 0 0 0 0 .22h-6.59v8.44H41.3V8.23z" fill="#919191"></path> </g> </svg> </div> </div> <div class="media-content"> <p class="card-supertitle margin-top-none margin-top-xs-tablet">Get started</p> <a href="get-started-quickstart" class="card-title stretched-link has-external-link-indicator" data-linktype="relative-path">Get started with Microsoft 365 Copilot for Service</a> </div> </div> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height position-relative"> <div class="card-content display-flex"> <div class="media align-items-stretch"> <div class="media-left display-none display-block-tablet"> <div class="image image-64x64 has-text-power-virtual-agents" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64" preserveAspectRatio="xMidYMin meet"> <g data-name="Layer 1"> <path d="M26.1 48.89h11.8a10.25 10.25 0 0 1-.61-3.28H26.71z" fill="#e7e7e7"></path> <path d="M43 53.52v1a.26.26 0 0 1-.29.23h-21.4c-.16 0-.3-.11-.3-.23v-1h.07a7.56 7.56 0 0 0 4.63-3.76 6.93 6.93 0 0 0 .39-.87 9.92 9.92 0 0 0 .62-3.28v-.35h10.57v.35a9.93 9.93 0 0 0 .61 3.28 7 7 0 0 0 .4.87 7.53 7.53 0 0 0 4.62 3.76z" fill="#acacac"></path> <path d="M37.91 48.89a9.93 9.93 0 0 1-.61-3.28v-7H26.72v7a9.92 9.92 0 0 1-.62 3.28 6.93 6.93 0 0 1-.39.87h12.6a7 7 0 0 1-.4-.87zm-5.9-5a1.79 1.79 0 1 1 1.79-1.79 1.79 1.79 0 0 1-1.8 1.78z" fill="#919191"></path> <path d="M58.85 9.85v28.57H5.15V10.67a1.42 1.42 0 0 1 1.42-1.42h51.69a.59.59 0 0 1 .59.6z" fill-opacity=".3" fill="#e3e3e3"></path> <path d="M58.85 38.54v5.18a1.41 1.41 0 0 1-1.42 1.42H6.57a1.41 1.41 0 0 1-1.42-1.42v-5.18z" opacity=".5" fill="#e3e3e3"></path> <path d="M58.85 10v33.76a1.41 1.41 0 0 1-1.42 1.42H6.57a1.41 1.41 0 0 1-1.42-1.42v-33a1.41 1.41 0 0 1 1.42-1.38h51.69a.58.58 0 0 1 .59.62z" fill="none" stroke="#c8c8c8" stroke-miterlimit="10" stroke-width="1.25"></path> <path fill="#8f8f8f" fill-opacity=".1" stroke="#ccc" stroke-linejoin="round" stroke-width=".96" d="M5.3 38.54h53.4"></path> <path d="M32 22c-3.66-3-10.82-3.4-10.82-3.4v13.52C26.51 31.26 32 34.83 32 34.83s5.49-3.57 10.83-2.71V18.58S35.36 19.31 32 22z" fill="#e3e3e3" opacity=".5"></path> <path d="M32 20.3c-3.66-3-10.82-3.4-10.82-3.4v13.55c5.34-.86 10.83 2.7 10.83 2.7s5.49-3.56 10.83-2.7V16.9s-7.48.74-10.84 3.4z" class="fill-current-color" fill="#137ad1"></path> </g> </svg> </div> </div> <div class="media-content"> <p class="card-supertitle margin-top-none margin-top-xs-tablet">Training</p> <a href="/en-us/training/modules/get-started-copilot-for-service" class="card-title stretched-link has-external-link-indicator" data-linktype="absolute-path">Training</a> </div> </div> </div> </article> </div> </div> </div> </section> <section id="additional-content" class="padding-block-lg"> <div class="uhf-container anchor-headings"> <h2 class="margin-top-none margin-bottom-sm">Implement</h2> <div class="columns is-multiline"> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Try/Buy</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="get-started-access" class="has-external-link-indicator" data-linktype="relative-path"> Sign up for a license </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="about-supported-languages" class="has-external-link-indicator" data-linktype="relative-path"> Supported languages </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="about-limits-quotas" class="has-external-link-indicator" data-linktype="relative-path"> Quotas, limits, and configuration values </a> </li> </ul> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Embed Copilot</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="copilot-create-test" class="has-external-link-indicator" data-linktype="relative-path"> Create and test Microsoft Copilot </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="agent-copilot-agent-console" class="has-external-link-indicator" data-linktype="relative-path"> Embed in agent consoles </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="copilot-create-test" class="has-external-link-indicator" data-linktype="relative-path"> Create and deploy a custom Copilot </a> </li> </ul> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Copilot in Outlook, Teams</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="deploy-copilot-service" class="has-external-link-indicator" data-linktype="relative-path"> Set up Copilot for Service </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="roles-and-privileges" class="has-external-link-indicator" data-linktype="relative-path"> Roles and privileges </a> </li> </ul> </div> </article> </div> </div> <h2 class="margin-top-none margin-bottom-sm">Administer and extend</h2> <div class="columns is-multiline"> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Manage Copilots</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="content-sources-external" class="has-external-link-indicator" data-linktype="relative-path"> Connect to external services </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="manage-test-copilots" class="has-external-link-indicator" data-linktype="relative-path"> Test your Copilot </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="manage-publish-copilots" class="has-external-link-indicator" data-linktype="relative-path"> Publish your Copilot </a> </li> </ul> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Manage Copilot in Outlook, Teams</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="copilot-admin-teams" class="has-external-link-indicator" data-linktype="relative-path"> Turn on AI features in Copilot for Service </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="deploy-copilot-extension" class="has-external-link-indicator" data-linktype="relative-path"> Deploy the Copilot for Service extension (preview) </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="admin-customize-forms" class="has-external-link-indicator" data-linktype="relative-path"> Customize forms and fields </a> </li> </ul> </div> </article> </div> </div> <h2 class="margin-top-none margin-bottom-sm">Use</h2> <div class="columns is-multiline"> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Copilot in Outlook</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="copilot-email-summary" class="has-external-link-indicator" data-linktype="relative-path"> Get key email information and draft replies </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="copilot-case-summary" class="has-external-link-indicator" data-linktype="relative-path"> View case summary </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="outlook-activities" class="has-external-link-indicator" data-linktype="relative-path"> Save emails and meetings </a> </li> </ul> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height"> <div class="card-content"> <p class="card-title color-text font-size-lg">Copilot in Teams</p> <ul class="has-line-height-reset margin-left-none margin-bottom-none margin-top-xs"> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="copilot-teams-case-summary" class="has-external-link-indicator" data-linktype="relative-path"> View a case summary </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="use-copilot-extension" class="has-external-link-indicator" data-linktype="relative-path"> Chat with Microsoft 365 Copilot for Service data in Microsoft 365 Copilot (preview) </a> </li> <li class="is-unstyled margin-bottom-xxs font-size-sm"> <a href="teams-share-edit-contacts" class="has-external-link-indicator" data-linktype="relative-path"> View and update CRM records </a> </li> </ul> </div> </article> </div> </div> <h2 class="margin-top-none margin-bottom-sm">Related content</h2> <div class="columns is-multiline"> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height position-relative"> <div class="card-content"> <a href="/en-us/microsoft-copilot-studio" class="card-title stretched-link has-external-link-indicator" data-linktype="absolute-path">Copilot Studio</a> <p class="card-content-description">Quickly create and integrate Copilot into your applications and websites.</p> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height position-relative"> <div class="card-content"> <a href="/en-us/power-platform" class="card-title stretched-link has-external-link-indicator" data-linktype="absolute-path">Power Platform</a> <p class="card-content-description">One-stop learning resource for Power Platform applications and features including admin, developer, and guidance documentation.</p> </div> </article> </div> <div class="column is-4-tablet is-4-desktop"> <article class="card is-full-height position-relative"> <div class="card-content"> <a href="/en-us/dynamics365/" class="card-title stretched-link has-external-link-indicator" data-linktype="absolute-path">Dynamics 365</a> <p class="card-content-description">The next 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