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Hi,
I’m facing issues integrating a custom agent into the Dynamics 365 Customer Service app within the Copilot Service Workspace.
Steps completed before creating the agent:
I created a custom agent in Copilot Studio using a custom LLM endpoint and verified that it is working correctly.
I published the agent to my Dynamics 365 Workspace to ensure all services are within the same environment.
In addition, could you please let me know whether it is possible within the Copilot Service Workspace to create a custom chatbot that assists the agent in replying to emails? If this is not supported, is there another workspace where we can integrate our custom chatbot for this purpose?
Kindly check in the provided attachment of where I need my AI Agent
Thank you in advance for your help.
Hi, We checked this with Microsoft by raising a support ticket. They confirmed that the Copilot Agent is currently not compatible with the New Outlook experience. In the Classic (Old) Outlook, the agent is visible in the App Store; however, it cannot be added or used successfully. Attempts to use it typically result in an error message indicating that the request cannot be processed. Microsoft has informed us that this is a known limitation at present and that support for Copilot Agents in New Outlook is expected to be introduced in a future update. However, they have not yet provided a specific timeline for when this enhancement will be available. We will continue to monitor Microsoft's updates and share any new information as it becomes available. If this resolves the issue, please mark the solution as "Verified" to help others who may encounter the same problem. Thanks! Abishek
We checked this with Microsoft by raising a support ticket. They confirmed that the Copilot Agent is currently not compatible with the New Outlook experience.
In the Classic (Old) Outlook, the agent is visible in the App Store; however, it cannot be added or used successfully. Attempts to use it typically result in an error message indicating that the request cannot be processed.
Microsoft has informed us that this is a known limitation at present and that support for Copilot Agents in New Outlook is expected to be introduced in a future update. However, they have not yet provided a specific timeline for when this enhancement will be available.
We will continue to monitor Microsoft's updates and share any new information as it becomes available. If this resolves the issue, please mark the solution as "Verified" to help others who may encounter the same problem. Thanks! Abishek
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