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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Proactive Engagement- ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Proactive Engagement- CCaaS_CreateProactiveVoiceDelivery

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Posted on by CU11080824-1 6
Hi,
 
It is mentioned in the Microsoft Documentation that we can use the above custom action to invoke outbound calls.
 
I have a question regarding InputAttributes parameter. This expects Json. Its said in documentation that:
 
 
Anyone has any idea how to access these in the copilot agent?
 
Currently, I am pushing the outbound call to workstream. A copilot agent is connected to the workstream and talking to the customer when the call is initiated.
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Dynamics 365 Contact Center
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  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel 752 Most Valuable Professional on at
     
    Possibility Accessible in Copilot? How to Access
    Session variables (from workstream) ✅ Yes Use conversation.session in Copilot flow
    Caller info (ANI / Contact info) ✅ Yes (if available) Comes from customer entity in session
    Outbound call metadata ⚠️ Partially Needs to be passed via custom context
    Previous interactions/history ⚠️ Limited Copilot has basic access via APIs
    CRM data (case, contact, account) ✅ Yes Use Power Fx or Actions in Copilot
  • Suggested answer
    Quartzite Profile Picture
    Quartzite 135 on at
    The InputAttributes JSON parameter from a custom outbound action is accessible within your Copilot agent, but only if you've explicitly designed the agent (via Copilot Studio) to accept and consume those values - typically as context or input variables defined in the tool or topic that calls your action.
     

    Steps to Surface InputAttributes in Your Agent

    If your agent isn't currently able to access them, here's what to check:

     
    Step What to Do
    1⃣ In Copilot Studio, make sure you've added your outbound custom action as a tool, with all the necessary input parameters. 
    2⃣ Ensure each InputAttributes field that you want to use is explicitly listed as an input parameter in that tool.
    3⃣ In your topic (e.g., in your IVR or voice flow), insert a Call an action node referencing that tool.
    4⃣ After calling the action, capture outputs or flow variables based on the input fields-use them in context variable setup or dialogue logic.
  • CU11080824-1 Profile Picture
    CU11080824-1 6 on at
    I have added a tool as mentioned with hardcoded values.
     
    The InputAttribute parameter in custom action expects a json converted string. I have stored a json and added the variable to InputAttributes parameter.
     
    However, only DeliveryId is available as output of the said custom action. I have already checked, this Id is not helpful.
     
    Can you suggest a way to pass these parameters to copilot for the below scenario:

    - Created a power automate flow with trigger as Create or update of case row in dataverse.
    - Perform the unbound action "CCaaS_CreateProactiveVoiceDelivery" with below inputs:
    ----ProactiveEngagementConfigId = workstream connected configuration
    ----DestinationPhoneNumber = contact phone number
    ----ContactId = guid of contact record
    ----InputAttributes = {"caseNumber": "CASE1234"}
     
    The result is-- whenever a case is updated, call is pushed into a workstream. Customer gets a call and interacts with copilot bot (connected to workstream).
     
    Issue-- i want to get the caseNumber in copilot bot to build the bot logic.

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