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How to relate custom entity to Copilot conversations in D365 Customer Service?

Hello,

I have the following scenario in Dynamics 365 Customer Service:

A user manages customer support through a custom entity called Tickets. During the management process, the user may consult Copilot to assist with queries related to the ticket. The user can handle multiple tickets in parallel, and sometimes may not use Copilot at all during ticket management.

I need to find a way to relate or associate each Copilot conversation, stored in the msdyn_copilottranscriptdata entity, to the corresponding Ticket record. This would ensure that conversations are correctly linked to the ticket being managed, even when multiple tickets are open or when Copilot usage is optional.

What is the recommended approach to create a relationship between my custom Ticket entity and the msdyn_copilottranscriptdata entity?

Are there any official Microsoft guidelines or best practices for extending Copilot conversations to custom entities like Tickets?

Any guidance, examples, or references to official documentation would be very helpful.

Thank you!

Categories:

Dynamics 365 Customer Insights - Data

Dynamics 365 Sales

Microsoft Dynamics CRM

Make transcripts relate to tickets one-to-many:
One Ticket ,many Copilot transcripts
This is the simplest mental model: a transcript belongs to a single ticket, a ticket can have many transcripts.
There are two main ways to implement that depending on whether you can extend the msdyn_copilottranscriptdata table directly.

using automate flow

Trigger: When a row is added (msdyn_copilottranscriptdata)
Initialize variable ticketId = null
If msdyn_sessionid (or msdyn_customsessionid) is present:
Dataverse Get rows from new_copilotsessionmapping where sessionid = trigger.msdyn_sessionid → set ticketId
If ticketId still null:
Dataverse List rows Ticket where owner = trigger.createdby and state = active and modifiedon within last 15 minutes → if single result set ticketId
If ticketId found:
If Option A: Update row (msdyn_copilottranscriptdata) set new_ticketid = ticketId
Else Option B: Create row (new_copilottranscriptlink) with new_ticket = ticketId and new_transcriptid = trigger.msdyn_copilottranscriptdataid

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