Copilot Touchpoint
The Copilot TouchPoint is only available in the Enterprise subscription.
Disclaimers:
- The ROGER365.io does not supply the Copilot Agent configuration and is not responsible for unexpected results or being flagged as a violator of Terms of Use.
- Please be aware of the cost-aspect for utilizing your Copilot Agent configuration used in this integration – Pricing.
This integration connects the Copilot agent (created in Copilot Studio) with the ROGER365.io platform, allowing you to have Webchat or WhatsApp conversations with the Copilot agent – with an option to escalate a conversation to a human agent. Depending on its configuration, the Copilot agent can provide powerful and flexible assistance across a wide range of scenarios, adapting its capabilities to meet your specific needs.
Copilot Studio portal
Authentication
After the Copilot Agent is created, navigate to its settings.
Open the “Security” section followed by “Authentication”:
Set the authentication option to ‘No Authentication‘.
This is the only Microsoft-supported configuration that does not require end users to sign in before interacting with the agent; the alternative options, ‘Authenticate with Microsoft’ and ‘Authenticate manually’, are both built around a user sign-in flow. As the Copilot-integrated chatbox may be embedded on any website within the network, requiring individual sign-in is not practical for this use case.
“No Authentication” doesn’t mean the agent is unsecured. With ‘Require secured access’ enabled (see the Obtaining a Secret section below), clients must authenticate using a Direct Line secret (token) before reaching the agent – blocking unauthorized access even without individual user sign-in.
Administrators should also scope the agent to expose only topics and data appropriate for this access level.
Obtaining a secret (Microsoft Copilot Studio reference)
In the same “Security” section of the Copilot Agent settings, navigate to “Web channel security”:
On this page, copy “Secret 1” to a safe place – this Secret will be used during the creation of the Copilot TouchPoint in the ROGER365.io admin portal.
For maximum security of the Copilot Agent configuration, it is advised to enable the “Require secured access” option (if already enabled, leave it as it is).
System Topics
By default, the Copilot Agent configuration includes a set of built-in System topics. The integration relies on the “Escalate” and “End of Conversation” System topics. Based on Copilot’s response in these topics, the messageflow on the ROGER365.io side will act accordingly.
Example of “Escalate” System topic
During a conversation with the Copilot Agent, a user may request to be transferred to a human agent for further support. The “Escalate” system topic handles this by asking the user for confirmation. Once confirmed, Copilot sends a predefined message that triggers the handoff to a live agent on the ROGER365.io side.
This message can be altered according to specific requirements.
Important: The configured escalation text must be saved to a clipboard, as it will be referenced during the creation of the messageflow from library – see Using the library documentation.
Example of “End of Conversation” System topic
The “End of Conversation” system topic manages the closing stage of an interaction with the Copilot Agent. Before ending, Copilot asks the user if any further assistance is needed, and upon confirmation to close, sends a farewell message that triggers the closure of the conversation on the ROGER365.io side.
This message can be altered according to specific requirements.
Important: The configured closing text must be saved to a clipboard, as it will be referenced during the creation of the messageflow from library – see Using the library documentation.
Adding Copilot as TouchPoint
- Go to [Social Messaging] ➝ [Copilot Touchpoints],
- On the right top click [+ Add Copilot Touchpoint].
When reviewing the settings of a created Copilot TouchPoint (accessed via the “Edit” button), information is displayed about the Copilot endpoint sending a “MaxMessageReached” message. This message is tied to the maximum user messages option and can be used in the messageflow configuration for routing purposes.
Example of how it works
Webchat conversation – escalating to a human agent
Webchat conversation — closing the conversation at the user’s request
Webchat conversation – closing the conversation after reaching the maximum sent messages
