Copilot Studio Conversation harness brings multi-agent customer experiences together
Diesen Beitrag auf Deutsch lesen
The Conversation harness is a public preview experience for orchestrating specialised agents across chat and voice, with testing and D365 Contact Center deployment.
Original article from October 22, 2026: Meet the Conversation Harness: Building Conversational Agents in Copilot Studio, by Kristine Risberg, on Contact Center Chronicles. Read the original
This is our own summary, not a republication or full translation.
TL;DR
Copilot Studio’s Conversation harness entered public preview on October 21. It combines a primary customer-facing agent, specialised sub-agents, channel-specific voice and chat instructions, conversation events, native voice testing, and deployment to D365 Contact Center in one building experience.
Why it matters
- Makers: Start with a lightweight primary agent and clearly bounded specialists, then test intent recognition and delegation before adding tools or transactional integrations.
- Admins/IT: Validate channel prerequisites, workstreams, escalation destinations, and D365 Contact Center connectivity before deployment.
- Leadership/Business: Assess whether coordinated specialists can improve customer-facing service experiences across web chat and telephony without requiring customers to choose the right specialist.
Frequently asked questions
What is the Copilot Studio Conversation harness used for?
The Conversation harness builds customer-facing agents that coordinate specialised sub-agents across channels such as web chat and telephony.
How does Copilot Studio test voice agents in the Conversation harness?
The dedicated Preview area lets makers test voice behaviour inside Copilot Studio before connecting the agent to production customer engagement channels.
How does the Conversation harness connect an agent to D365 Contact Center?
Makers connect engagement channels, complete the Contact Center configuration, publish the agent, and then add it to a suitable workstream.