Agent-facing copilots
An agent-facing copilot helps your support agents. It provides them with generative AI-based support content, which can be based on content from your company website, uploaded files, or your knowledge base sources. You can embed this copilot in your existing customer engagement hub so that your agents don't need to learn a new tool to access generative answer capabilities.
Set up your Copilot messages and behavior
You can use the following fields in the Configure copilot section on the left navigation pane to customize the messages that your copilot uses in different scenarios.
Changes to the messages in these fields are reflected on your copilot after you publish it. To publish, go to Overview and then select Publish under the Publish your copilot section.
Conversation start message - This message displays to the agent when the conversation starts. Ensure that your agents understand that AI is used to generate the responses; therefore, inaccuracies are possible. Agents should review the responses before using them with your customers.
No match message- This message displays when copilot doesn't have a response to the agent's input.
Greeting response - Copilot shows this message when greeting the customer. This message differs from the message that Copilot shows when the conversation starts, and the system only uses it if the customer explicitly enters "hello" or a similar message.
Start over confirmation - This message displays when the user asks to start a new conversation.
Start over message - This message displays when the user starts the conversation over again. The copilot uses this message when the user explicitly requests that the conversation is restarted.
Thank you response - This message displays when the user thanks the copilot.
Embed in agent consoles
When you publish a copilot through Microsoft Copilot for Service, you can publish to a prebuilt demo website or to your own live website. The system automatically creates a prebuilt demo website for you when you publish your agent-facing copilot. A demo website is beneficial for sharing your copilot with teammates and stakeholders because they can test it while you continue to build and iterate on it.
To share your copilot, publish it to a customer engagement hub. Embedding your copilot to a customer engagement hub helps your Agent Copilot assist your live agents.
For more information, see Configure a copilot for a demo website or Agent console.