Dynamics 365 Customer Insights - Journeys - Transform your outreach with Copilot-powered voice conversations

We are announcing the ability to leverage Copilot Studio agents to engage in real-time personalized voice conversations, offering alternative, solutions-based ongoing dialogue with your customers in Dynamics 365 Customer Insights – Journeys. This feature will reach general availability on October 27, 2025.

How does this affect me?
With the Copilot-powered voice conversations feature, you can:

• Enable seamless integration with Contact Center Proactive Engagement.
• Manage the audience configuration and compliance profiles for your voice channel.
• Choose a Conversational Voice message in a journey by selecting a Contact Center Proactive Engagement.
• Design your journey to include conversational voice messages and react to message outcomes.
• View detailed engagement metrics, such as the number of attempts, outcomes, and specific results for each call interaction in the out-of-the-box journey reporting.
• Access all voice and engagement interaction data in storage and build custom reports using Microsoft Fabric integration.

What action do I need to take?
This message is for awareness and no action is required.