Passing D365 Customer Service data to Copilot Studio
This article discusses how to pass data from Dynamics 365 Customer Service to Copilot Studio. It explains that when integrating with Dynamics 365 Customer Service, Copilot Studio automatically installs a new topic called "Set Omnichannel context items (ConversationUpdate activity)" which stores basic data from Dynamics 365 Customer Service in global variables. These variables can be accessed and used in Copilot Studio during conversations with customers. The article also explains how to pass pre-conversation survey answers to Copilot Studio and the difference between context variables and pre-chat questions. Additionally, it provides instructions on removing classic pre-chat survey configurations and checking the bot provider column in Copilot Studio.
Article 15m
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