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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
An AI agent (agent) session is defined as a conversation in which it's invoked. The agent can be invoked at the start, middle, or end of a conversation.
- If two different agents are invoked in the same conversation, it's considered as a single conversation.
- A conversation with an agent that escalates to a customer service representative is considered as an agent conversation.
The add-in applications such as Chat, Digital Messaging, and Voice channel are licensed per user. Each add-in application is entitled to a specific number of agent sessions. You can also purchase additional agent sessions on the Microsoft 365 admin center. Learn more in Buy add-ons.
To learn about the required subscriptions to use the chat and voice channels, see the Licensing section. Learn more about licenses and pricing in the Dynamics 365 Licensing Guide.
Related information
Overview of agents
Integrate an Azure agent
Integrate Copilot agent
Configure Copilot agent for voice