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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Customize the format and information that Copilot uses for conversation summaries to help customer service representatives (service representatives or representatives) review consistent, relevant summaries.
Choose and customize the conversation summary format
In Copilot Service admin center:
Use one of the following navigation options:
- Support Experience > Productivity > Summaries
- Operations > Insights > Summaries
In Summaries, under Live conversation summaries, select Manage format.
In the Manage format pane, select one of the following options:
- Paragraph: Generates the summary in a single paragraph.
- Structured: Generates the summary based on the information you selected.
If you select Structured, configure the information to include:
- Select Add new info to create a custom summary section. Specify a Title for the section heading and provide instructions that tell Copilot which information to extract and summarize.
- Select Reset to default info to remove all custom sections and restore these default options:
- Root cause
- Customer issue
- Troubleshooting steps
- Outcome
- Error code
Note
The error codes you specify are samples for Copilot to find in the conversation. Copilot finds similar error codes in the conversation and includes them in the summary.
- Move the information to arrange the order in which it appears in the summary.
Turn on Remove information from the summary that can't be found. Information that isn't in the conversation doesn't appear in the summary. For example, if the customer doesn't provide an error code, the summary doesn't include one.
Select Save.
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If you select all available options, the service representative sees the following Copilot conversation summary.
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