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How do you stop co-pilot for auto expanding panel on load?

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Posted on by TarrasQ

How do you stop co-pilot for auto expanding panel on load?

Some users find it frustrating that they have to close the panel each time they load / refresh the crm.

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RudyZhang Microsoft Employee on at

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Hi,

Our team analyzed your problem and unfortunately we were unable to find out-of-the-box functionality to meet your needs, here are two possible alternatives.

Option 1: If you don't need the "Copilot" feature at all, you can turn it off in the environment settings of the Power Platform Admin Center.

Option 2, you can also edit the "agent experience profiles" to control whether the panel is shown in the "Customer workspace" or not, please refer to the official documentation in the link below.
https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-copilot-features#make-copilot-available-to-agents

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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RudyZhang Microsoft Employee on at

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Hi,

May I ask if your problem has been resolved?

Do you still need us to follow up on this issue, please contact me if you have any questions about the solution I proposed.

Best Regards,
Rudy Zhang

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GazzR 141 on at

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@ruby, We have the same issue. We don't want to disable it but it takes up screen space on pages that have no Copilot functionality!

This is something that needs a fix for asap.

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TarrasQ 57 on at

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@GazzR

I went ahead and created an edge/chrome addon that waits for the panel to load then clicks the button to make it close.

Yes it is very stupid there is no way to have to minimised on load.

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JinsengIT 42 on at

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I have the same question. I don't want to disable copilot. I just want to prevent it from automatically opening on page load. Thoughts?

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HL-22080424-0 3 on at

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This is not a good user experience. And only affects some users. Adding to the confusion.,

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Christian K 144 on at

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is there any viable solution to this yet?

we have the same issue. Customer wants to use Co-Pilot but does not want the pane to expand automatically... we're using the customer service model driven app and customizing the workspace agent experience is not feasible in this case

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SumitChavan 23 on at

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In my experience so far, whenever you load or reload the entire customer service workspace or customer service hub app, the copilot panel opens automatically. But if you close it and then open any case or item, the panel remains closed and doesn't auto open. So ideally this is still okay experience. So in order to suggest workarounds for this, I would have following points to put up :

1. Collapsing the copilot Pane: While the 'Customer Service Workspace' and 'Customer Service Hub' apps are loading we can click on the right-hand side copilot icon to close it and keep it collapsed until needed.
2. Agent Experience Profile: By using 'Agent Experience Profile' functionality, we can chose which agent to have which features enabled and thus can selectively help agents get rid of unnecessarily having the copilot pane opened. Kindly check MS Learn for more information on 'Agent Experience Profile'.

If you find this answer helpful, kindly mark this as 'Verified answer'.

•Work Arounds
•Collapse the Pane: By default, the Copilot pane can be collapsed into a smaller bar on the right side of the window. This reduces the screen space it occupies.
•Adjust Agent Experience Profile: If you have some control over your agent profile settings, you might be able to adjust which Copilot features are enabled. Disabling features you don't use (like "Ask a Question" or "Suggest a Response") might reduce the pane's activity and popups.

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ShannonCRM 502 on at

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I spoke with the Product Team at Microsoft about this last summer. What we were told is that if we use Customer Service Workspace, we can set up agent experience profiles to keep the experience minimized or remove copilot entirely.

What they said was that they were not planning to update Customer Service Hub. They seemed surprised that people are still using Customer Service Hub.

I am marking this as a suggested answer even though it's a bit of a non-answer, at least it's confirmation that MSFT did not consider the ability to default the copilot pane to minimized in Customer Service Hub.

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