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Tag: #365blogpostsin365days

Omnichannel} Automatically pause, resume call recording and transcription

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the preview feature where you can automatically pause, resume call recording and transcription.

Let’s get’s started.

When agents puts a customer on hold and removes the customer from hold the call recording and transcription are automatically paused and resumed.

Customer Service Agents manually puts the customer on hold, the recording and transcription will automatically pause.

Call which is paused automatically resume when the customer service agent take the customer off hold.

This helps ensure that the agents say while the customer is on hold is not captured in the transcript(which is usally meant to be an exchange between the customer and the agent.

Note: By default this feature is not available and it must be set per channel at the workstream level.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Turn on release feature to monthly channel for Power Platform environments

uk365guy

Hello Everyone,

Today I am going to show how to turn on the monthly channel(preview feature) for model driven app.

Let’s get’s started.

Login into www.make.powerapps.com

Click on the Apps and Open the Dynamics 365 Customer Service Hub and then settings.

So model driven apps running in Power Platform environments with the app release channel value of Auto will use monthly channel starting with 2024 release wave 1.

New feature is the next step in gradually shifting from semi-annual channel to monthly channel to provide users with improvements as they become available.

Apps in Dynamics 365 enabled environments with the app release channel value of Auto will come to use semi-annual channel until the 2024 release wave 2.

App release channel types:

1. Auto: This feature allow wave releases should be automatically applies to the model driven app, if the maker has not made an explicit selection of monthly or semiannual.

2. Monthly: This applies to the new apps are created they default to Monthly.

3. Semi Annual : Makers can use the app designer to set the app release channel to Semi-Annual Channel before the 2024 release wave 1 to ensure no channel behavior.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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Auto-claim policies on M365 Admin portal

uk365guy

Hello Everyone,

Today I am going to share my thoughts auto claim policies in the M365 Admin portal.

Let’s get’s started.

How to enable the Auto-claim policies?

Login into Power Platform Admin Center

Click on the Settings:

You have not chosen where the license auto-claim policies are applied to. Please note that if you create an auto-claim policy in the M365 Admin Portal, it will be applied to “All environments’ by default.

However, if a policy is automatically generated for you, it will only be applicable to ‘Managed environments’ unless you choose a different option here.

You can apply auto-claim policies on

1. All environments.

2. Only Managed Environments: Restrict licensing auto claim to Only Managed Environments.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Use generative AI Insights and other analytics enhancements to improve your copilots

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the preview feature on significance of using generative AI insights and other analytics enhancements to improve your copilots.

Let’s get’s started.

With the use of the generative AI insights you can immediately begin to improve the effectiveness of your chat by leveraging enhanced analytics to understand where your copilot and is not helping your users and how it can be improved.

Copilot admins and makers can see new and improved analytics directly in the Microsoft Copilot Studio app.

They can instantly take actions to address low customer satisfaction(CSAT) and improve the deflection rate.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Did you know} Deploy copilots to WhatsApp, Azure Communication Services Chat and SMS channels

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the deploy copilots to WhatsApp, Azure Communication Services Chat and SMS channels.

Let’s get’s started.

Microsoft Copilot Studio allows creators to connect with their consumer and enterprise audiences across various channels. In collaboration with Azure Communication Services, Copilot Studio is introducing support for the following channels:

1. WhatsApp: WhatsApp channel support in Microsoft Copilot enables customers in many markets to access a large audience previously unavailable.

2. SMS through Communication Services: This brings native SMS support to Microsoft Copilot Studio copilots.

3. Communication Services Chat: A multipoint chat service that enables bot support for custom, multipoint chat-based solutions.

These channels represent some of the largest addressable audiences for copilots, and they enhance the reach and engagement capabilities of Copilot Studio.

Creators can provision and Azure Communication Services resource, and then connect their copilots to these new channels. Whether it’s reaching users of WhatsApp, engaging via SMS, or providing chat-based solutions, Copilot Studio is expanding its capabilities to meet diverse communication needs.

Note: This is still preview functionality.

That’s it for today.

I hope this helps.

Malla Reddy Gurram
#365blogpostsin365days

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