MC1143399: Dynamics 365 Customer Service – Update to entities for Copilot interactions

We are announcing an update to entities for Dynamics 365 Customer Service Copilot interactions. A new entity "msdyn_copilotevent" has been added which combines two existing entities, "msdyn_copilotinteraction" and "msdyn_copilotinteractiondata". These two existing entities will remain available to retain access to historical interactions but future interactions will be stored in "msdyn_copilotevent".

How does this affect me?
By default, users with the Customer Service Representative and Customer Service Representative Manager roles will have read, write, and create permissions on the new "msdyn_copilotevent" entity. However, if you have your own custom roles defined, you will have to ensure that you include write permissions for the new entity within those roles.

The new entity will retain the same functionality as the existing two entities to download Copilot transcripts and interaction data. More information about this feature can be found here: Download Copilot transcripts and interaction data.

What do I need to do to prepare?
We recommend your custom Customer Service Representative roles are provided with Read and Write access set to Basic and Create set to Global, while customer Customer Service Representative Manager roles are provided with Read, Write, and Create all set to Global. More information about roles and privileges can be found here: Assign roles and privileges.