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31Hi everyone,
I am working on a Copilot Studio voice bot with Dynamics 365 Contact Center.
Our flow is:
- caller is identified if the phone number exists in Dynamics,
- bot greets the caller,
- bot asks for the issue,
- bot then asks whether AI / automated processing is okay,
- if the customer says Yes, the bot continues,
- if the customer says No, the call is transferred to a live agent during business hours.
Requirement
The requirement is actually quite strict:
- If the customer says Yes, we want to start transcription and/or recording only from that point onward.
- If the customer says No, then no transcript should be created, or at least no transcript should remain stored for that interaction.
Main challenge
This is where I am struggling:
At the moment, I do not see a clean way to control this directly from the Copilot Studio voice agent.
What I would ideally like to do is one of the following:
- Start transcription / recording only after the customer says Yes
- or, if transcription already started at the beginning of the call, stop it inside the bot flow as soon as the customer says No
- or, if neither is possible, understand what the recommended architecture is in this scenario
Why this is a problem
If the customer says No and the call is transferred to a live agent, the interaction still becomes a normal Contact Center conversation.
That raises the question:
- Is a transcript already being created at that point?
- If yes, how can I prevent that?
- If I cannot prevent it, what is the recommended way to handle this so that no transcript remains stored when the customer did not consent?
Additional context
We are currently not using voice recording in production, mainly because we do not want to introduce the system-driven recording announcement at the beginning of the call.
So right now the main concern is really transcription, but the same question also applies to recording.
What I need help with
I would really appreciate feedback from anyone who has implemented a similar setup.
My main questions are:
- Is it possible to start transcription only after a customer gives consent in a Copilot Studio voice agent scenario?
- Is it possible to stop transcription from inside the bot flow if the customer says No?
- If the call is transferred to a live agent after the customer says No, how can I make sure that no transcript is created or kept?
- What is the recommended approach for handling this in a compliant way?
Any real-world experience, implementation guidance, or best practice would be very helpful.
Thanks a lot!
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