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Use a custom agent for Copilot service admin center

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Posted on by CU22010508-1

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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.

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Dynamics 365 Customer Service

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Edit: I've figured out how to get an app in the productivity bar, but still finding what approach I should use for for Integrating an agent to it. Preferably I don't want to use the Copilot workspace and rather use a simple API to get the chat working and the email modification.

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