Prerequisites for conversational journeys

To use conversational journeys, you need Dynamics 365 Customer Insights - Journeys and Dynamics 365 Contact Center. If you want to use AI agents, you also need Microsoft Copilot Studio.

Licensing information

1. Purchase Dynamics 365 Customer Insights (required)
2. Buy Dynamics 365 Contact Center (required)
3. To purchase the appropriate Customer Insights - Journeys license, you need to estimate how many "Interacted persons" and "Interactions" you require monthly and yearly.
   • Each contact that has a conversational voice call or text message (SMS) request sent from Customer Insights - Journeys to Contact Center counts as an "Interacted person."

     Note

     Currently, conversational journeys only support interactions with contacts.

   • Each conversation request sent from Customer Insights - Journeys to Contact Center counts as one interaction.
   • Conversations occur over channels managed by Contact Center, and therefore usage is metered by Contact Center based on call minutes or text message volume. Even though Customer Insights – Journeys can include a text messaging (SMS) channel, conversational text messaging is handled through Contact Center channels, not through the Customer Insights – Journeys SMS channel.

Get started with Customer Insights - Journeys

To get started with Customer Insights - Journey, see Get started with Customer Insights - Journeys app setup.

Get started with Contact Center

To get started with Contact Center, see Use Copilot Service admin center.

Communication channels

Conversational journeys require communication channels such as voice or text messaging (SMS). You must configure these channels in Contact Center using supported providers.