Dynamics 365 Contact Center AI Agents: What They Do and How to Add Telegram and Viber
Dynamics 365 Contact Center now has three built-in AI agents. Customer Assist Agent answers customers across voice and digital channels and hands complex requests to a human. Quality Assurance Agent evaluates the quality of every conversation. Service Operations Agent helps configure the contact center itself. Billing is based on actual usage through Copilot Credits. The messengers most popular in Ukraine are not among the built-in channels and have to be connected separately.
What Microsoft announced
On 27 April 2026, Microsoft introduced three agents for Dynamics 365 Contact Center. Each covers a separate stage of service work: the customer conversation, quality control and setup.
Customers
Customer Assist Agent
Answers customers on its own and assists human agents in real time. Generally available.
Quality
Quality Assurance Agent
Evaluates conversations handled by AI and human agents against quality criteria. Generally available.
Setup
Service Operations Agent
Helps administrators configure channels, queues and routing through a conversational experience.
Customer Assist Agent: self-service and voice
The agent handles high-volume requests across voice and digital channels and carries context through to resolution. When an issue is complex, it hands the conversation to a human agent with the full history, so the customer does not have to repeat everything. It can also reach out to customers proactively on their preferred channels, for example with appointment or payment reminders.
The biggest addition is real-time voice. Voice capabilities are built on Copilot Studio: the agent talks to customers by phone, can switch languages mid-conversation and falls back to keypad (DTMF) input when speech recognition fails. Since August 2026, a public preview lets you connect your company's own custom neural voice, which requires separate approval from Microsoft.
Ukrainian: what is confirmed and what is not
The classic Contact Center voice channel supports Ukrainian: speech recognition, IVR and sentiment analysis. But for the new real-time voice agents built on Copilot Studio, Microsoft had formally validated only 11 languages as of June 2026, and Ukrainian is not among them. You can technically add it, but Microsoft explicitly advises testing non-validated languages thoroughly with real callers before going live. Voice self-service in Ukrainian should therefore start with a pilot that checks recognition, mixed Ukrainian-Russian speech and switching to Russian.
Quality Assurance Agent: every conversation evaluated
The agent evaluates conversations handled by both AI agents and human agents, either in real time or after the conversation closes. It tracks quality, tone, empathy, compliance and whether the customer's issue was resolved.
- Quality indicators. The company defines its own criteria: empathetic language, greeting etiquette, handling of personal data.
- Guardrails. Required or prohibited behaviors in a conversation, such as avoiding financial advice.
- Sampling. You can evaluate all conversations or a percentage from a specific queue or workstream.
Manual review can cover only part of the conversations, so a manager may learn about a systemic problem late. Here coverage is limited only by what the company is willing to pay for. But Microsoft states plainly that these evaluations are not intended for decisions affecting employees' employment. It is a coaching and process control tool, not grounds for dismissal.
Service Operations Agent: setup without long manuals
The agent helps administrators configure channels and workstreams, sync phone numbers with Azure Communication Services and Teams, create queues and agent skills, routing rules and operating hours, and run diagnostics, all through conversation. Microsoft introduced it in April 2026 as a public preview, initially in the US only. A Message Center post promised general availability from 22 May 2026, but Microsoft's blog and part of the documentation still label the agent as preview. Check its status for your environment before planning.
Two limitations: the agent works in English only, and some rules (classification, assignment, queue overflow) still have to be configured manually.
Beyond these three, the Contact Center documentation also describes agents for discovering customer intents (Customer Intent Agent), knowledge management and case management. Check their status separately before planning.
How much it costs
The agents are billed through Copilot Credits based on actual usage, not per seat. Microsoft counts conversations handled, real-time assistance provided, summaries generated and quality evaluations performed. Some agents require a pay-as-you-go plan linked to an Azure subscription.
For budgeting, this means the cost depends on your request volume and the share you hand to agents. A pilot on one queue with Credits tracking gives a more accurate estimate than any upfront calculation. We explained how Credits billing works in CSP in our article on Copilot Credits from December 2026.
What is missing out of the box: Telegram and Viber
For a company in Ukraine, this is the main gap. On 8 October 2024, Microsoft removed the Telegram channel from Omnichannel, along with WeChat and Kik. Viber is not mentioned in the Contact Center documentation at all. And as of 17 July 2026, the Apple Messages for Business channel is deprecated as well.
| Channel | Status in Dynamics 365 Contact Center |
|---|---|
| Voice | Built in |
| Telegram | Removed on 8 October 2024 |
| Viber | Not in the documentation |
For channels outside the standard set, Microsoft describes two routes: a custom channel through Azure Bot Service or a connector built on Direct Line API 3.0. Either way, messenger messages enter Contact Center unified routing, meaning queues and AI agents. Ordinary Teams chats do not reach Contact Center queues: the Teams channel in Contact Center is designed for internal employee support through a dedicated bot app.
This is exactly why Progresia built the Progresia.Chat omnichannel platform. It brings Telegram, Viber, WhatsApp, Facebook and Instagram into Microsoft Teams and automatically saves conversations in Dynamics 365. For telephony, there is the Progresia.Phone integration service: the customer record on screen during a call, click-to-call from the CRM, call recordings in the record and automatic lead creation. If you need messenger requests to be distributed by Contact Center queues and handled by its AI agents, the connection through the custom channel mechanism is designed separately.
How to roll out AI agents in your contact center
Map your requests
Where requests come from, how many arrive in each channel and which questions repeat. Simple recurring requests are the first candidates for an agent.
Connect all channels to one system
An agent cannot help with requests it does not see. Messengers and telephony should land in Dynamics 365 rather than stay in separate apps.
Prepare the knowledge base
The agent answers from what is in the knowledge base. Outdated instructions and contradictory articles will give customers wrong answers.
Start with quality assurance
Quality Assurance Agent does not talk to customers, so the risk is minimal, and early results show where agents make mistakes and what is worth automating.
Pilot self-service on one queue
Customer Assist Agent on a limited set of questions with a Credits spending cap. Within a few weeks you will see what share of requests the agent resolves without a human and what it costs.
If you are still choosing a customer service system, start with our overview of Dynamics 365 Customer Service capabilities or see how we implement Dynamics 365 for service.
Frequently asked questions
How is Dynamics 365 Contact Center different from Customer Service?
Customer Service handles cases and service processes. Microsoft describes Contact Center as the product for conversations across voice and digital channels with unified routing. Some of the new agents, including Quality Assurance Agent and Service Operations Agent, are documented as available in Contact Center only.
Will an AI agent replace human agents?
No. Customer Assist Agent takes simple high-volume requests and hands complex ones to a person together with the conversation history. Human agents focus on issues that need human judgment.
Can I use the agents without Contact Center, only with Teams?
The built-in Contact Center agents work inside Contact Center. For simpler scenarios, such as a chatbot on your website or in Teams, you can build your own agent in Copilot Studio.
What should companies that used Telegram in Omnichannel do?
The built-in Telegram channel was removed on 8 October 2024, so a separate integration is needed. Microsoft recommends contacting support about alternatives, and Progresia.Chat connects Telegram and Viber to Teams and Dynamics 365.
Launch AI agents in your contact center
Progresia will help you map requests, connect messengers and telephony to Dynamics 365, prepare the knowledge base and run an agent pilot with Credits spending under control. The project is led by certified Microsoft specialists.