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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Start voice transcript...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Start voice transcription after customer consent in Contact Center/Copilot Studio voice bot?

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Posted on by SamGo 41

Hi 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:


  1. Is it possible to start transcription only after a customer gives consent in a Copilot Studio voice agent scenario?

  2. Is it possible to stop transcription from inside the bot flow if the customer says No?

  3. 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?

  4. What is the recommended approach for handling this in a compliant way?

    5.  

Any real-world experience, implementation guidance, or best practice would be very helpful.

 

Thanks a lot!

Categories:
Dynamics 365 Contact Center
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  • Suggested answer
    Assisted by AI
    ANInnoSolutions Profile Picture
    ANInnoSolutions 534 on at
    Hi SamGo,
     
    1) Issue
    - The requirement is to start transcription or recording only after explicit customer consent in a Copilot Studio voice bot integrated with Dynamics 365 Contact Center
    - If the customer declines consent, no transcript should be created or stored for that interaction
    - Currently, transcription behavior cannot be directly controlled within the Copilot Studio bot flow
    - When the call is transferred to a live agent, the interaction is still handled as a normal Contact Center conversation, potentially creating a transcript regardless of consent
     
    2) Reason
    - In Dynamics 365 Contact Center, transcription and recording are typically controlled at the platform or channel level rather than inside the Copilot Studio bot flow
    - Transcription often starts automatically when the conversation session is initiated, not when a specific dialog step is reached
    - Copilot Studio voice bots do not provide native controls to start or stop transcription dynamically during runtime
    - When a call is transferred to a live agent, the session continues within the same conversation context, inheriting system-level transcription settings
    - There is no built-in mechanism to retroactively discard or prevent transcript creation based solely on decisions made inside the bot unless additional configuration or post-processing is implemented
     
    3) Resolution
    - Configure transcription and recording at the Contact Center or channel level rather than relying on bot-level control
    - Implement a pre-bot or entry-point consent mechanism, for example using IVR or routing logic before the conversation session officially starts, so transcription only begins after consent is captured
    - Use separate queues or routing rules: one with transcription enabled for consented users and one without transcription for non-consented users
    - Pass the consent flag as a context variable and use it in routing decisions to determine whether the session should allow transcription
    - If transcription cannot be delayed, implement post-processing logic to delete or anonymize transcripts for interactions where consent was not given
    - Review compliance features such as data retention policies or automated deletion jobs in Dynamics 365 to ensure transcripts are not stored when consent is denied
    - For live agent transfers, ensure the routing directs the call into a configuration where transcription is disabled if consent was not provided
    - As a best practice, treat consent handling as part of the architecture design by controlling session creation and recording policies before the bot interaction begins, rather than attempting to control it within the bot flow
     
    For a more detailed answer, please provide more information.
     

    Rg,

    Alexander

    *Due to the complex and different possibilities of deploying Dynamics 365 I highly recommend not to setup the application without some expert/partner or support. (For more information contact me under anassl@inno-solutions.info or visit www.inno-solutions.de)

    *The Information comes directly from the manufacturer or provider and are validated (not guaranteed) up to date of creation of the posting.

    References:

    1. Microsoft Licensing Guide
    2. Microsoft Doc`s/Learn

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