Microsoft is taking Dynamics 365 to the next level with the introduction of AI-powered CRM agents Customer Intent Agent and Sales Chat Agent designed to enhance service delivery and modernize sales operations. Currently in Public Preview, these agents offer developers and solution architects an exciting opportunity to test and tailor AI-driven enhancements within the Dynamics 365 and Power Platform environments.
For developers and IT teams working with Dynamics 365, these AI-powered agents offer a glimpse into the future of CRM one that’s proactive, contextual, and highly responsive. Whether you’re building smarter case management solutions or looking to support a more agile salesforce, now is the time to experiment with these AI tools and explore how they can drive real business impact.
Customer Intent Agent: Smarter Support Through AI
The Customer Intent Agent, now available in preview within Dynamics 365 Customer Service and Contact Center, is built to interpret customer needs in real time. By analyzing historical support cases and live chat interactions, the AI agent identifies patterns and surfaces actionable insights. These insights help agents respond faster, reduce escalations, and offer relevant knowledge articles all within the Dynamics interface.
Setup involves:
- Enabling the agent through the Copilot Service Admin Center
- Building an Intent Library from historical data
- Tagging key intents with the “Use in AI Agents” flag
- Connecting to knowledge sources such as SharePoint or Dynamics articles
- Assigning roles like Environment Maker and Administrator
Once deployed, the agent can:
- Detect customer intent during interactions
- Suggest intelligent follow-up questions
- Recommend knowledge base content in context
- Persist dialogue data for future reference
Though not yet recommended for production environments, the Customer Intent Agent is a promising tool for early adopters who want to pilot smarter service workflows.
Learn more about the Customer Intent Agent → Overview of Customer Intent Agent (preview) | Microsoft Learn
Sales Chat Agent: Accelerate Conversations, Close Deals Faster
Meanwhile, the Sales Chat Agent is making waves within Dynamics 365 Sales Enterprise. Embedded as part of Microsoft 365 Copilot, this tool supports outbound engagement by automating lead outreach, crafting personalized messages, and providing sales reps with AI-driven next steps based on CRM insights.
Setup includes:
- Enabling Copilot in the Sales Hub
- Configuring SMS and Email channels via Omnichannel settings
- Connecting CRM data to power lead scoring and opportunity tracking
- Customizing email and SMS templates
- Assigning permissions for AI-assisted selling
What the Sales Chat Agent can do:
Generate and send personalized SMS and emails
- Draft AI-driven follow-ups based on customer engagement
- Prioritize leads using real-time engagement signals
As with the Customer Intent Agent, this feature is in Paid Public Preview and ideal for sandbox testing and configuration planning before full rollout.
Explore Sales Chat Agent capabilities → New sales agents accessible in Microsoft 365 Copilot help teams close more deals, faster | Microsoft 365 Blog
About Purely CRM
For close to a decade, our Purely CRM team has been laser-like focused on delivering CRM solutions built solely on Microsoft Dynamics 365 CRM, combined with Power Apps and the Microsoft Power Platform along with recent innovations in Microsoft Copilot.
We’ve expanded our team immensely in recent years to help better serve our clients and partners. Back in 2023, the founders of Purely CRM merged with Endeavour Solutions, a top Microsoft ERP, CRM and Cloud consulting firm to further expand our talented team of CRM consultants. We’re now one large, interconnected family dedicated to client success.
Our core-focus is on large mid-market and enterprise CRM Design & Development projects, Staff Augmentation, and CRM Support. When needed we can also tap upon our peers at Endeavour for Dynamics 365 Business Central ERP to provide an All-in-one Microsoft Cloud ERP-CRM.
