{How to } Publish Copilot Agents to WhatsApp

Hello Everyone,

Today i am going to share my thoughts on how to publish the copilot agent to whatsapp channel.

Let's get started.

To publish a Microsoft Copilot Studio agent to WhatsApp, you must use Azure Communication Services (ACS) as the bridge between your agent and the whatsapp business platform.

1. Prerequisites

Before starting, ensure you have the following:

• Azure Subscription: You need an active subscription with an Azure Communication Services (ACS) resource.

• WhatsApp Business Account (WABA): A verified business account on Meta's WhatsApp Business Platform.

• Phone Number: A clean, verified phone number specifically for your WhatsApp agent.

• Agent Settings: Your agent's authentication must be set to either "No authentication" or "Authentication manually" (Microsoft sign-in is not supported on this channel).

2. Step-by-Step Configuration

1. Publish YOur Agent: Ensure your latest changes are live by selecting Publish in the Copilot Studio side menu.

2. Navigate to Channels: Go to Settings > Channels and select the WhatsApp tile.

3. Connect to Azure:

     a. Select your Azure Communication and the specific ACS resource.

     b. Choose the WhatsApp-enabled phone number you wish to use.

4. Deploy: Click Deploy. This process automatically configure the connection between ACS and Copilot Studio.

5. Scan & Test: Once deployment is finished, Copilot Studio will generate a QR code.

Scan this with your WhatsApp device to start a test chat with your live agent.

3. Important Limitations & Tips

Content Restrictions: WhatsApp agents have limited support for Adaptive Cards.

Only "Interactive actions" (up to 3 buttons), "Choice lists", and "Open URL" cards are supported.

24-Hour Window: You can reply freely to a user within 24 hours of their last message.

To initiate a conversation outside this window, you must use Meta-approved WhatsApp Message Templates.

Troubleshooting: If messages are sent but the agent doesn't respond, verify that the Event Grid resource provider is registered in your Azure subscription to allow message forwarding.

For detailed step-by-step instructions click here

That's it for today.

I hope this helps.

Malla Reddy Gurram aka @UK365GUY

{How to} Request Information from humans in the loop in Copilot Studio Agent flows

Hello Everyone,

Today I am going to share my thoughts on how to request information from humans in the loop in Copilot Studio Agent flows.

Let's get started.

In the agent flows in Microsoft Copilot Studio, you can request information from a human (human in the loop) when the agent cannot complete a task automatically. This is usually done by sending a request to a person through approval, email, or Teams using Microsoft Power Automate.

Below are the simple steps.

Step 1: Create or Open an Agent Flow

1. Go to Copilot Studio

2. Open your Copilot Agent

3. Navigate to Agent Flows

4. Click New flow.

Step 2:  Add a Trigger

Choose a trigger such as:

1. When an agent calls the flow

2. When a topic triggers the flow

This allows the agent to start the flow when needed.

Step 3: Add a Human Approval Step

In the flow designer:

1. Click + New step

2. Select Approvals

3. Choose Start and wait for an approval

This sends a request  to a human (manager, support agent, etc)

Example:

The agent asks a human to approve a refund.

Step 4: Send the Request to a Person

Configure the approval:

• Assigned to: email or user
• Title: Request from Copilot Agent
• Details: Information the human needs.

Example: 

Customer requested refund of £50.

Approve or reject?

You can send it via:

• Microsoft Teams
• Email
• Power Automate approvals portal

Step 5: Wait for the Human Response

The flow pauses until the human responds.

Possible responses:

• Approve
• Reject
• Provide additional input

Step 6: Return the Result to the Agent

Add a Condition step:

• If Approved -> continue the process.
• If Rejected  ->  inform the user

Example response to the user:

• "Your request has been approved."
• "Your request requires further review."

Example Use Cases

• Approving refunds
• Escalating to a manager
• Verifying sensitive data
• Manual renewal of AI decisions

Furthermore: You can also create a human escalation where the agent hands the conversation to live support person in Teams or a helpdesk system.

That's it for today.

I hope this helps.

Malla Reddy Gurram aka @UK365GUY

{How to} Reassign an copilot agent's owner with Power Platform API

Hello Everyone,

Today I am going to share my thoughts on how to reassign an copilot agent's owner with the Power Platform API.

Let's get started.

Here are the simple steps to reassign a Copilot Agent Owner using the Power Platform API.

This uses Microsoft Copilot Studio agents stored in Microsoft Dataverse.

Shorter version:

• Get API token

• Get botid

• Get systemuserid of new owner

• Send PATCH request to update ownerid

Step 1: Get the Environment URL

Find your Power Platform Environment URL.

Example:

https://yourenvironment.crm.dynamics.com

Step 2: Get an Access Token

Authenticate using Microsoft Entra ID.

You must obtain a Bearer token to call the Power Platform API.

Scope:

https://yourenvironment.crm.dynamics.com/default

Step 3:  Get the Copilot Agent ID

Call the API to list agents.

Get https://yourenvironment.crm.dynamics.com/api/data/v9.2/bots

Response example:

JSON

{

 "botid": "11111111-2222-3333-4444-555555555555",

 "name": "CustomerSupportCopilot"

}

Copy the botid.

Step 4: Get the New Owner User ID

Retrieve the user you want to assign.

GET https://yourenvironment.crm.dynamics.com/api/data/v9.2/systemusers

Find the systemuserid of the new owner.

Step 5: Reassign the Copilot Agent

Send a PATCH request to update the owner.

PATCH https://yourenvironment.crm.dynamics.com/api/data/v9.2/bots(BOT_ID)

Body:

JSON

{

 "ownerid@odata.bind": "/systemusers(NEW_USER_ID)"

}

Example:  

JSON

{

 "ownerid@odata.bind": "/systemusers(99999999-8888-7777-6666-555555555555)"

}

Result:

The Copilot agent is now owned by the new user.

That's it for today.

Until next blog post

Happy Copiloting 

aka @uk365guy.

{Do you know} Business impact of Copilot Studio Agents in Viva Insights

Hello Everyone,

Today I am going to share my thoughts on analysing the business impact of Copilot Studio Agents in Viva Insights.

Let's get started.

Copilot Studio Agents integrated within Microsoft Viva Insights help organisations enhance employee productivity, well-being, and collaboration by providing AI-driven personalised recommendations and automated assistance.

Analysing their business impact involves measuring key performance indicators such as time saved on routine tasks, improvements in employee engagement, and quality of decision making support.

Viva Insights leverages data from collaboration tools like Microsoft Teams and Outlook, enabling copilot agents to deliver actionable insights that reduce cognitive load and foster healthier work habits.

The analysis focuses on how these agents continue to increased efficiency, reduced burnout, and improve work-life balance.

Organizations can track metrics such as adoption rates, user feedback, and productivity improvements to assess the effectiveness of Copilot agents. Additionally, integrating feedback loops and sentiment analysis helps refine the AI's assistance quality over time.

Overall evaluating Copilot Agents in Viva Insights provides a comprehensive understanding of their role in driving digital transformation, enhancing employee experience, and positively impacting organizational performance.

That's it for today.

I hope this helps.

Malla Reddy Gurram(aka `@uk365guy)

{How to} Collect thumbs up or down feedback and comments for your Copilot agents.

Hello Everyone,

Today I am going to share my thoughts on how to collect thumbs up or down feedback and comments for your Copilot Studio Agents.

Let's get started.

To collect thumbs up or down feedback and comments for your Copilot agents, you typically follow these steps (especially in platforms like Microsoft Copilot Studio):

1. Enable feedback collection in your Copilot Setup: Make sure your copilot agent is configured to prompt users for feedback after delivering a response.

This usually includes UI elements like thumbs up or thumbs down buttons.

2. Prompt Users to Provide Feedback: After a response, display options for users to submit a thumbs up or down.

Optionally, allow users to add a text comment explaining their choice for richer insights.

3. Capture and store feedback data: Set up backend processes or integrations that log feedback and comments securely.

This data can be stored in databases or analytics platforms tied to your Copilot environment.

4. Analyse Feedback: Use dashboards or analytic tools to review thumbs-up/down ratios and read user comments.

Identify patterns where the Copilot performs well or needs improvement.

5. Iterate and improve: Use the collected feedback to retain or adjust the Copilot agent responses.

Implement changes based on common user concerns or praise.

Specific for Microsoft Copilot Studio:

Microsoft Copilot Studio provides built-in support for feedback collection:

Turn on user feedback: Enable the feedback feature from the Copilot Studio settings:

Feedback UI: Automatically shows thumbs up/down buttons after agent responses.

Feedback Comments: Users can add optional comments after rating.

View feedback: Admins can view aggregated feedback and comments in the analytics dashboard for continuous improvements.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

{How to} Get smart actionable insights to improve your copilot agent performance

Hello Everyone,

Today I am going to share my thoughts on getting the actionable insights to improve copilot agent performance.

Let's get started.

1. Enhanced Analytics Dashboard: The Analytics page now offers comprehensive insights into agent performance, including key metrics such as answer rate, usage, and error rates. This allows for a deeper understanding of how agents are performing and where improvements can be made.


2. Autonomous Agent Performance Metrics: For agents utilising autonomous capabilities, new analytics features provide visibility into how knowledge sources are used during each run. This helps in assessing relevance, adjusting content, and improving performance over time.


3. Unanswered Questions Analysis: Copilot Studio now categorises and highlights unanswered user questions, grouping them by themes and conversation contexts. This feature aids in identifying content gaps and refining agent responses.

4. Action Usage Insights: Enhanced visibility into how users utilise actions within an agent is now available. Metrics such as answer rate, action usage rate, and error rate provide a comprehensive view of user interactions, helping to identify areas for improvements.


5. Customer Satisfaction Feedback: The Customer Satisfaction tab offers detailed insights into user feedback, including average CAST Scores and satisfaction levels based on user queries. This data helps in understanding user sentiment and areas needing attention.


6. Evaluation Test Workflows: Copilot Studio Introduces structured, Automated testing workflows that simulate real user interactions; Makers can evaluate agents before going live, identifying weak spots and ensuring reliability.

7. Billing and Consumption Analysis: New billing analysis features allow makers to assess agent efficiency and cost breakdowns by event types. This helps in optimising operations and understanding the financial impact of agents.

That's it for today.

I hope this helps.

Malla Reddy Gurram (aka @UK365GUY)

{Do you know} Analyze quality of responses that use generative AI in Copilot Studio

Hello Everyone,

Today I am going to share my thoughts on Copilot Studio's new feature, the quality of responses that use generative AI.

Let's get started.

Microsoft's Copilot Studio introduced a new feature on June 17, 2025, enabling administrators, makers, marketers, and analysts to automatically analyse the quality of responses generated by AI copilots. This feature aims to provide actionable insights to enhance agent performance.

The evaluation framework for generative AI (GenAI) systems has been evolving to address the limitations of traditional lab-based assessments.

A comprehensive evaluation framework was proposed to assess GenAI systems in real-world scenarios, emphasising the need for dynamic and ongoing assessments that consider user intent, social dynamics, and emergent behaviours.

Additionally, Google Cloud introduced the GenAI evaluation service within Vertex AI, allowing users to evaluate generative models against predefined or custom criteria. This service supports various metrics, including accuracy, relevance, and user satisfaction, facilitating a more nuanced understanding of AI performance.

These developments reflect a broader trend towards more sophisticated and context-aware evaluations of generative AI systems, moving beyond traditional benchmarks to emcompass  real-world performance and user experience.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@aka UK365GUY)