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Consultant-focused KB for Microsoft Dynamics 365 Contact Center: implementation notes, gotchas, and configuration decisions beyond the official docs — across voice and digital channels, routing, agent and supervisor experience, Copilot & AI, workforce engagement, analytics, administration and security.

2 versions · feature-copilot-plugins.md
v2🤖 markdown-importlast monthmarkdown import
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Extends Copilot's capabilities beyond built-in knowledge by connecting it to external processes and data sources. Three plugin types: Prompt plugins (AI Builder prompts → Dataverse), Custom connector plugins (Power Automate custom connectors for non-Microsoft systems), and Certified connector plugins (Copilot Studio, e.g. Salesforce, DocuSign).
## Key facts
+ - **Microsoft retired the dedicated plugins article in September 2026** and folded it into *Extend Copilot with Copilot Studio*. As of April 2026 extensibility is configured primarily in Copilot Studio, not the Copilot Service admin centre. Existing plugins keep working and need no action.
- Enabled at: Copilot Service admin center → Productivity → Copilot for questions and emails → Plugins → enable toggle
- Publishing takes **up to 15 minutes** after enabling a plugin before it appears to reps
- Access can be scoped to: all agents with Copilot, or specific security roles
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- *Source last updated: check Microsoft Learn | Check this after feature reaches GA or new plugin types are added*
+ *Source last updated: check Microsoft Learn | Check this after feature reaches GA or new plugin types are added. Source repointed 2026-09-22 after Microsoft consolidated this page into Extend Copilot with Copilot Studio.*
v1🤖 markdown-import3 months agomarkdown import
Initial version.