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Access to this page requires authorization. You can try changing directories.
Note
Features in this article are powered by the standard harness, which uses the billing options described in Licensing for agents powered by the standard harness. Learn how to access standard features in Access standard agents and agent flows.
When you configure your real-time agent, publish it and connect it to the voice and digital messaging channels.
Note
Real-time agents is in preview for digital messaging channels. Preview features aren't meant for production use and might have restricted functionality. These features are subject to supplemental terms of use. Microsoft makes them available before an official release so that customers can get early access and provide feedback.
Publish your agent
Save your agent configuration and connect it to your telephony channel to make it available to customers.
When configuration is complete, select Save, and then go to Channels.
Make sure Telephony is turned on and connected to Dynamics 365 Customer Service.
Publish your agent.
Deploy to channels
Connect your published real-time agent to a voice or digital messaging channel.
Add your real-time agent to a voice workstream or a messaging channel such as a live chat channel. For more information, see Add an agent to a workstream.
Note
Voice profile settings in the voice workstream don't apply to real-time agents. The system uses the voice you configure in Copilot Studio. To match your Dynamics system message voices with your real-time agent, use only the following supported voices: Alloy, Echo, Shimmer, or Ash.
Multichannel deployment
You can deploy the same real-time agent to both voice and digital messaging channels simultaneously. The agent uses the same instructions, topics, knowledge, and tools across both channels. Features such as DTMF, VAD, and voice selection apply to the voice channel only.
Tip
When deploying to both channels, review your agent's instructions to ensure they work well for both spoken and written interactions. See Channel-aware instructions.