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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics 365 Workspace...
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Dynamics 365 Workspace, WhatsApp and Copilot Studio Agent help

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Posted on by JasR
Hi
 
We've successfully integrated WhatsApp with Dynamics 365 Workspace using a dedicated Workstream, following the guidance in Configure a WhatsApp channel through Azure Communication Services | Microsoft Learn 
 
Our next goal is to add a Copilot Studio Agent to this WhatsApp Workstream. However, we've encountered an issue: buttons (including those in Adaptive Cards) aren't visible to customers in WhatsApp when connecting the Copilot Studio Agent ito the workstream. We understand that connecting the Copilot Studio Agent directly to a WhatsApp channel enables button functionality when using Adaptive Cards, as described in Publish an agent to WhatsApp - Microsoft Copilot Studio | Microsoft Learn .

The challenge is: if we go that route, how can we still enable seamless handoff to a human agent within Dynamics 365 Workspace?

Has anyone implemented this successfully or found a workaround? Any insights or guidance would be greatly appreciated.

Thanks

JasR

Categories:
Dynamics 365 Customer Service
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