Deploy Copilot for Service in Outlook and Teams

• 10 minutes

You can install Copilot for Service from Microsoft AppSource and Microsoft Teams. This unit explains how to deploy Copilot for Service in Outlook and Teams and then configure it for different CRM environments.

Prerequisites

Before you can install Copilot for Service, make sure that you meet the following requirements. For more information, see the Prerequisites section on the Deploy Copilot for Service page.

To deploy Copilot for Service in Customer Service or Salesforce CRM environments, follow these steps:

1. Deploy Copilot for Service in Outlook - Sign in to the Microsoft 365 admin center and follow the steps in Deploy your Office add-ins to deploy the Copilot for Service and Copilot for Service for Microsoft Outlook apps. The system installs the app in Fixed mode by default. In Fixed mode, users receive the app automatically and can't remove it. Individual users can also install Copilot for Service from Microsoft AppSource and Microsoft Teams.

   Note

   Keep the following considerations in mind when deploying Copilot for Service in Outlook:

   • Copilot for Service accesses and manages the data in your CRM through the Copilot for Service for Microsoft Outlook add-in.
   • It might take up to six hours for Copilot for Service to appear in the agents' Outlook ribbon. Agents receive a pop-up notification when their administrator installs a new app.

2. Install and pin the app in Microsoft Teams - When you install Copilot for Service as an integrated app, the system activates the app in Teams but doesn't install it automatically. You need to go to the Microsoft Teams admin center and create setup policies to install and pin the app for your users. Pinning the app makes it easier for users to find and use it. To do so, follow these steps:

   1. Sign in to the Teams admin center.
   2. Follow the steps in Pin apps to pin the Copilot for Service app and then assign the policy to a user group (security group, organizational unit, or distribution list).

   Note

   Keep the following considerations in mind when installing and pinning the Copilot for Service app in Teams:

   • Copilot for Service app is supported in Teams only with the dark theme turned on.
   • When you assign a policy to a group, it should be the group that agents belong to. If your agents are spread across multiple groups, you need to create multiple group policy assignments.

3. Turn on transcription in Teams - You must turn on transcription for the Global (Org-wide default) policy in the Teams admin center to use the transcription feature in Copilot for Service. For more information, see Enable transcription in Teams.

4. Make sure that agents have the appropriate security roles - For more information, see Roles and privileges.

5. Turn on AI features - For more information, see Turn on AI features in Copilot for Service.

Set up your CRM environment

You must configure your CRM environment to work with Copilot for Service. The steps that you need to follow depend on the CRM environment that you're using.

Dynamics 365 Customer Service

To save Outlook emails and meetings to Dynamics 365 Customer Service, you need to turn on server-side synchronization for emails and appointments. Agents can turn on server-side sync for their own mailboxes the first time that they save an Outlook activity to Dynamics 365 by using Copilot for Service.

To simplify their experience, you can set up server-side sync of emails and appointments for all Copilot for Service users ahead of time. To do so, follow these steps:

1. Set up server-side sync with Exchange Online.

2. If your organization requires that the system automatically saves agents' replies to saved emails to the CRM, then go to Customer Service > Settings > Personalization Settings > Email, Track, and then select any option other than No email messages.

3. Make sure that agents' mailboxes are configured, approved, and tested to use server-side sync for incoming email, outgoing email, and appointments.

Salesforce

To connect to Salesforce, Copilot for Service uses the Salesforce connector from Microsoft Power Platform. To save Outlook emails and meetings to Salesforce, you must allow use of the Salesforce connector. Additionally, you should make sure that the Microsoft Power Platform-connected app is turned on in the CRM for Copilot for Service users.

1. In the Power Platform admin center, if data loss prevention policies are defined for the msdyn_viva environment, make sure that the Salesforce connector is on the allowlist.

2. Sign in to Salesforce as an administrator.

3. Go to Setup > Platform Tools > Apps > Connected Apps > Managed Connected Apps.

4. Make sure that Microsoft Power Platform is listed under Connected Apps. If it isn't, go to the Connected Apps OAuth Usage page, and then select Install for Microsoft Power Platform.

5. Select Microsoft Power Platform in the Connected Apps list.

6. In OAuth Policies, make sure that the following values are set:

   • Permitted Users - Select Admin approved users are pre-authorized or All users may self-authorize

     If you select Admin approved users are pre-authorized, you must explicitly grant permissions to individual users through policies and permission sets.

   • IP Relaxation - Select Relax IP restrictions

   • Refresh Token Policy - Select Refresh token is valid until revoked

7. In Session Policies, make sure that Timeout Value is set to None.

8. In Profiles or Permission Sets, add the appropriate profile or permission set for your users.