AI in Microsoft Dynamics 365

Copilot, agents and Copilot Studio explained. What each one does, where it fits in Business Central and the wider Dynamics 365 apps, and every guide we've written on the subject in one place.

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Microsoft Dynamics 365
Overview

Copilot, agents and Copilot Studio

AI in Microsoft Dynamics 365 comes in three forms. Copilot is the assistant built into the apps: it summarises records, drafts emails and replies, and answers questions about your data when someone asks.

Agents go a step further. Each one takes on a defined, multi-step task, such as reading a customer's order request and preparing a draft quote, or matching transactions during a reconciliation. They work through review steps, so your team checks and approves what an agent has done.

Copilot Studio is the low-code tool for building your own copilots and agents. It connects to your data and processes, so you can answer customer or staff questions and automate routine requests that the built-in features don't cover.

Microsoft releases these capabilities in stages, and some start in preview before general availability. Features, regions and licensing can change, so it's worth checking what is available in your own environment before planning a rollout.

Agents by app

What agents do in each Dynamics 365 app

Each agent is designed around one role or process. These are the agents we've covered in detail.

Business Central: Sales Order Agent

Reads quote and order requests from a chosen mailbox, matches customers and items, and prepares draft quotes and orders for your team to review.

Business Central: Payables Agent

Helps process incoming supplier invoices so purchase documents are prepared for review rather than keyed in by hand.

Dynamics 365 Sales: Sales Qualification Agent

Researches and qualifies leads, so sellers spend their time on the conversations most likely to turn into opportunities.

Dynamics 365 Customer Service: Customer Intent Agent

Works out what customers are asking for and helps route and resolve enquiries more consistently.

Dynamics 365 Finance: Financial Reconciliation Agent

Supports reconciliation by matching transactions and highlighting the differences that need a person's attention.

Supply Chain Management: Supplier Communications Agent

Helps track supplier responses and confirmations, so purchasing teams spend less time chasing updates by email.

Project Operations: Time and Expense Agent

Helps project teams record time and expenses accurately, so billing and project reporting start from complete information.

Articles

Every guide to AI in Dynamics 365

Our articles on Copilot, agents, Copilot Studio and AI adoption, grouped by topic.

Agents across Microsoft Dynamics 365

What each role-based agent does in Sales, Customer Service, Finance, Supply Chain Management and Project Operations.

Agents in Business Central

How the Sales Order Agent and Payables Agent take on routine work in Microsoft Dynamics 365 Business Central.

Copilot in Dynamics 365

What Copilot is, the features it adds to each app and how Microsoft's AI updates have changed ERP and CRM.

Copilot Studio and low-code AI

Building your own copilots, chatbots and AI-powered apps on the Microsoft Power Platform.

AI adoption for business leaders

Where to start with AI, how ready your organisation is and where it helps day-to-day operations.

Getting ready

Preparing your business for AI

Copilot and agents work from the records already in your system. Duplicated customers, out-of-date items and inconsistent naming lead to weaker suggestions, so tidying core data is the most useful first step.

Agree who approves what. Agents are designed to keep people in control, which only works when it is clear who reviews a draft quote, a supplier invoice or a reconciliation before it goes further.

Start with one process that is repetitive, well understood and easy to measure, such as order entry from email or invoice processing. Prove the value there, then extend to the next process.

Finally, check licensing early. Some capabilities are included with your Dynamics 365 licences and some carry separate charges, and that can shape which features are worth switching on first.

Related products and services

Enquiry form

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FAQ

Frequently asked questions

Copilot is an assistant built into the Dynamics 365 apps. It summarises records, drafts emails and answers questions when someone asks. An agent takes on a defined, multi-step task, such as turning a customer email into a draft sales quote, and works through review steps so your team can check and approve what it has done.

Microsoft Dynamics 365 Business Central includes the Sales Order Agent, which turns quote and order requests from a mailbox into draft quotes and orders, and the Payables Agent, which helps process supplier invoices. Our articles explain what each one does and how your team stays in control.

Copilot Studio is Microsoft's low-code tool for building your own copilots and agents. Businesses use it to answer customer or staff questions, connect to their own data and automate routine requests, without writing everything from scratch.

It depends on the feature. Some Copilot capabilities are included with Dynamics 365 licences, while some agents and Copilot Studio use separate licensing or consumption charges. Microsoft changes this as features move from preview to general availability, so we check what applies to your licences before you plan a rollout.

AI works from the records in your system, so duplicated customers, out-of-date items and unclear permissions affect the results. Tidying core data, agreeing who approves what and starting with one well-defined process gives Copilot and agents the best chance of being useful from day one.

Yes. We can review the Dynamics 365 apps you already use, show which Copilot features and agents are relevant, and help you set up, test and roll them out with the right controls in place.