Microsoft Copilot Studio

If your organization uses Microsoft's ecosystem to build enterprise-grade conversational AI, you can connect your Copilot Studio (formerly Power Virtual Agents) agents directly to your Handoff omni-channel inbox.

Setup Instructions

Microsoft Copilot Studio

1. Go to your Microsoft Copilot Studio environment and open your agent.
2. Navigate to the agent's Settings > Security > Authentication, select No authentication, and publish your agent.
3. Navigate to the agent's Settings > Security > Web channel security, and and copy Secret 1 or Secret 2 from the list.

Handoff App

1. Go to Agents in your user menu and click Add AI Agent.
2. Select Microsoft Copilot Studio.
3. Provide an internal name for this agent.
4. On the next page, add your Copilot Studio Direct Line Secret.
5. Under Use with Channels assign channels you'd like to automate with this agent.
6. Click Save for the changes to take effect.
7. You can also test your agent by sending messages in the test area on the right hand side.

How to configure Human Handoff?

For Handoff to know when a customer needs human assistance, your Copilot Studio agent must be configured to trigger an escalation.

To hand off a user to a human agent from Copilot Studio:

1. Open your agent in Microsoft Copilot Studio.
2. Go to Topics > System > Escalate. ("Escalate" is a topic implicitly used by Copilo Studio for handoffs. However, you can also use any other topic where you might want to explicitly add a human handoff.)
3. Add a new node and select Topic management → Transfer conversation.
4. Save and publish your agent. When this node triggers, Handoff application will automatically route the conversation to a human.