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  - Turn on the **Contact Center integration** feature switch under **Integrations**. Customer Insights – Journeys then detects Dynamics 365 Contact Center automatically if it's in the **same environment**.
  - **Contact-based journeys only.** Leads and Customer Insights – Data profiles can't be the audience.
  - The journey doesn't hold the conversation script. It selects a proactive engagement defined in Contact Center; the AI agent, its prompts and its outcomes all live there.
+ - **Context variables** (October 2026) pass journey data to Contact Center with each conversation request, so the Copilot Studio agent or representative can personalise the call or SMS. Each variable is **Static** (fixed at design time, the same for everyone) or **Dynamic** (a contact attribute, or a trigger attribute in trigger-based journeys).
  - Voice steps pick a **compliance profile**, a **Purpose** (and Topic where used) and a quiet-time option on the tile. SMS steps don't pick a compliance profile on the tile — it comes from the text message record itself, and SMS reuses the ordinary text-message compliance profiles rather than the separate voice ones.
  - Three variables describe an outcome, and you often need all three: **Disposition codes** (set by a human representative), **Result** (returned by Contact Center for the proactive engagement request), and **Attributes** (set by the AI agent, only populated when a conversation actually connected).
  - Branching is two-stage. First a **Wait for trigger** step on **Previous message gets an interaction**, splitting into *attempted* / *not attempted* / *blocked*; then an **Attribute branch** on the detail. For SMS the **create branches** link builds the whole structure for you.
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  - Which team owns the AI agent. The journey is marketing's; the proactive engagement and its outcomes are the contact centre's. Somebody has to own the seam.
  - Which of disposition code, result and attribute each branch reads. Mixing them arbitrarily produces branches that look right and fire wrongly.
  - Compliance profile design for voice, which is separate from the SMS and email profiles and usually needs its own Purposes.
+ - Which context variables the journey passes. Each must be defined on the proactive engagement, created with exactly the same name on the outbound workstream, and added with the same name to any Copilot Studio topic that uses it.
  - Retry policy per outcome — what *attempted* leads to, and which channel *not attempted* falls back to.
  
  ## Gotchas
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  - Attributes only exist for conversations that connected. A branch keyed on an attribute silently takes the default path for every unanswered call, which looks like the agent misbehaving.
  - Voice and SMS handle compliance profiles differently — tile-level for voice, message-level for SMS. Reviewing a journey's consent posture means looking in two places.
  - Contact Center owns the disposition codes. Someone renames one there and the journey branch stops matching, with no warning on the journey side.
+ - Context variable names have to match in three places: the proactive engagement, the outbound workstream and the Copilot Studio topic. Get one wrong and the value never arrives, with no error on the journey side.
  - Leads not being supported bites late, because most outbound campaigns that want a qualifying call are lead-based by nature.
  
  ## Consultant notes