How consent-based recording works with D365 Contact Center voice agents
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A practical guide to configuring Copilot Studio voice agents and D365 Contact Center so caller consent controls recording and transcription.
TL;DR
Consent-based recording uses a Copilot Studio voice agent to capture a caller's Boolean response, send it through Sys.ConsentEvent, and control recording and transcription in D365 Contact Center. The decision remains effective when the call is transferred or placed into a consult, while declined calls hide transcripts and recording controls.
Original by Kristine Risberg, on Contact Center Chronicles. Read the original
This is our own summary, not a republication or full translation.
Why it matters
- Makers: Configure the User Consent topic, Global.ConsentResponse and Sys.ConsentEvent so the agent sends the caller's decision to Contact Center.
- Admins/IT: Match the Request for User Consent workstream setting with the assigned voice agent and test both consent outcomes, including silence and unclear responses.
- Admins/IT: Review external transfers separately because D365 Contact Center does not control recording or transcription by non-Microsoft parties.
Frequently asked questions
How does Sys.ConsentEvent control recording in D365 Contact Center?
Sys.ConsentEvent sends the caller's Boolean response from the User Consent topic to Contact Center, which enforces recording and transcription behavior.
What happens when a caller declines consent after transfer to a representative?
After a decline, the representative cannot view the transcript or start, pause, or resume recording and transcription in the workspace.
What prerequisites are required for inbound consent-based recording?
The setup requires an inbound voice workstream with a voice-enabled agent and an activated User Consent topic.