What it does

Auto-generates AI summaries of cases (pulling from fields, emails, notes, linked conversation summaries) and live conversations (on rep join or end). Cuts the time reps spend reading history.

Key facts

• Case summary: Customer Service only, not available in Contact Center embedded; requires Ask a Question to be enabled first; minimum 50 tokens (~38 English words) in source fields to generate
• Conversation summary triggers: When a rep joins a conversation; when a conversation ends; configurable
• Conversation summary is Copilot Service workspace only: not Customer Service Hub or custom apps
• AI agent/bot conversation transcripts are not automatically included in conversation summaries
• Case summary source fields: title, customer, subject, product, priority, case type, description, linked email activities, notes, conversation summaries
• Can exclude up to 10 email addresses and 3 disclaimers/headers/footers from case summary generation (e.g. to filter out automated notification emails)
• Conversation summary format is separately configurable: see feature-copilot-summary-format.md

When to use / skip

Enable conversation summaries on virtually all deployments, immediate value for handoffs and transfers. Case summaries are Customer Service-specific; enable for case-heavy deployments. Both are low-risk to enable early.

Configuration decisions

• Which conversation summary triggers to enable (on join, on end, or both): "on join" is highest value for handoff/transfer scenarios
• Exclusion list for case summaries: identify automated notification senders and boilerplate text patterns to exclude before go-live; otherwise summaries include noise
• Custom case forms: additional configuration via Copilot PowerApps settings is required if the client uses custom case forms

Gotchas

• 50-token minimum for case summaries. Sparse cases won't generate a summary: let reps know this isn't a Copilot bug.
• Bot transcripts aren't included. If a Copilot Studio IVR agent handled the customer before rep handoff, that part isn't in the summary. Summary starts from rep involvement, not customer first contact.
• Custom case forms need extra config. If the client customised the case form layout, case summaries won't appear without additional PowerApps settings.

Consultant notes

• Bot transcript not being included in summaries is the gap that surprises clients most during UAT. A customer who spent 5 minutes with a Copilot Studio IVR before being transferred gets a summary that starts from when the agent joined: that context is invisible. Train agents on this so they know to ask the customer for context they may not have.
• Exclusion list for automated emails is worth building before go-live. If the client has automated notification senders (order confirmations, shipping updates, billing alerts) and doesn't configure exclusions, case summaries become paragraph-length summaries of notification chains rather than the actual customer issue.
• On-join is the highest-value trigger for most deployments: it directly benefits the agent receiving a transferred or escalated conversation. Enable that first and evaluate whether on-end adds value separately.

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Source last updated: check Microsoft Learn | Check this after case summary comes to embedded deployment or bot transcripts are included automatically