Customer Copilot Studio

Neil Haddley • September 20, 2025

Business Central Customer Copilot Using Copilot Studio

Business Central AIcopilot-studiobusiness-centralcustomer-serviceai-integration

I created a Business Central extension that allows Business Central users to "chat to" Customers.

I used the Global Variable and Generative AI features in Copilot studio.

The same approach could be used to allow users to chat to other Business Central entities

I created a new Copilot

I called the Copilot "Customer Copilot"

I watched the animation

I created a Copilot Studio Topic

I named the Topic "Parameter Config"

I used the "Set a variable value" action

I created a "Customer_Name" Global variable that could be set by an external source (Business Central in this case)

I created a "Customer_City" Global variable

I created a "Customer_No" Global variable

I created a "Customer_Blocked" Global variable

I updated the "Conversation Start" Topic

I used the {x} button to insert Global variable values into the Conversation Start action's text

I saved the Topic

I navigated to the Generative AI tab and enabled the "Boost conversational coverage with generative answers" feature

The Conversational boosting Topic was added

In the Conversational booking Topic I created a Custom Data variable

I updated the "create generative answers" action's Data sources property

The Custom data datasource was set to the CustomData variable

I published the Copilot

I created a Business Central extension that connected to the Copilot

I was able to "chat to" School of Fine Art

I was able to "chat to" Alpine Ski House

I was able to "chat to" Adatum Corporation

CustomerCopilotExtension.al

AL

1controladdin CustomerCopilotFactBox
2{
3    RequestedHeight = 400;
4    MaximumHeight = 600;
5    VerticalStretch = false;
6    VerticalShrink = false;
7    HorizontalStretch = true;
8    HorizontalShrink = true;
9    Scripts = 'https://cdn.botframework.com/botframework-webchat/latest/webchat.js', 'CustomerCopilotFunctions.js';
10    Stylesheets = 'CustomerCopilotStyles.css';
11
12    event ControlReady()
13    procedure CreateSidebar(no: Text; city: Text; name: Text; blocked: Enum Microsoft.Sales.Customer."Customer Blocked");
14}
15
16page 99101 CopilotCustListFactBoxPart
17{
18    PageType = CardPart;
19    SourceTable = "Customer";
20
21    layout
22    {
23        area(Content)
24        {
25            usercontrol(Sidebar; CustomerCopilotFactBox)
26            {
27                ApplicationArea = All;
28            }
29        }
30    }
31
32    trigger OnAfterGetRecord()
33    begin
34        CurrPage.Sidebar.CreateSidebar(rec."No.", rec.City, rec.Name, rec.Blocked);
35    end;
36}
37
38pageextension 99102 "Customer Copilot Cust Card" extends "Customer Card"
39{
40    layout
41    {
42        addfirst(FactBoxes)
43        {
44            part(CopilotCustListFactBoxPart; CopilotCustListFactBoxPart)
45            {
46                ApplicationArea = all; //Basic, Suite;// all;
47                Caption = 'Customer Copilot';
48                SubPageLink = "No." = FIELD("No.");
49            }
50        }
51    }
52
53}
54
55pageextension 99103 "Customer Copilot Cust List" extends "Customer List"
56{
57
58    layout
59    {
60        addfirst(FactBoxes)
61        {
62            part(CopilotCustListFactBoxPart; CopilotCustListFactBoxPart)
63            {
64                ApplicationArea = all;
65                caption = 'Customer Copilot';
66                SubPageLink = "No." = FIELD("No.");
67            }
68        }
69
70    }
71}

CustomerCopilotFunctions.js

JAVASCRIPT

1function CreateSidebar(no, city, name, blocked) {
2    var __div = document.getElementById('controlAddIn');
3
4    (async function () {
5
6        // Specifies style options to customize the Web Chat canvas.
7        // Please visit https://microsoft.github.io/BotFramework-WebChat for customization samples.
8        const styleOptions = {
9            accent: '#00809d',
10            botAvatarBackgroundColor: '#FFFFFF',
11            botAvatarImage: 'data:image;base64,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',
12            botAvatarInitials: 'BOT',
13            userAvatarImage: 'https://content.powerapps.com/resource/makerx/static/media/user.336bbce3.svg',
14            userAvatarInitials: 'USER',
15            hideUploadButton: true,
16            primaryFont: fontFamily(['Segoe UI', 'Segoe WP', 'Segoe', 'device-segoe', 'Tahoma', 'Helvetica', 'Arial', 'sans-serif']),
17        };
18
19        // Specifies the token endpoint URL.
20        // To get this value, visit Copilot Studio > Settings > Channels > Mobile app page.
21        const tokenEndpointURL = new URL('https://b838e0443024ea32b2f47862b85e99.03.environment.api.powerplatform.com/powervirtualagents/botsbyschema/cr74e_customerCopilot/directline/token?api-version=2022-03-01-preview');
22
23        const locale = document.documentElement.lang || 'en'; // Uses language specified in <html> element and fallback to English (United States).
24
25        const apiVersion = tokenEndpointURL.searchParams.get('api-version');
26
27        const [directLineURL, token] = await Promise.all([
28            fetch(new URL(`/powervirtualagents/regionalchannelsettings?api-version=${apiVersion}`, tokenEndpointURL))
29                .then(response => {
30                    if (!response.ok) {
31                        throw new Error('Failed to retrieve regional channel settings.');
32                    }
33
34                    return response.json();
35                })
36                .then(({ channelUrlsById: { directline } }) => directline),
37            fetch(tokenEndpointURL)
38                .then(response => {
39                    if (!response.ok) {
40                        throw new Error('Failed to retrieve Direct Line token.');
41                    }
42
43                    return response.json();
44                })
45                .then(({ token }) => token)
46        ]);
47
48        const directLine = WebChat.createDirectLine({ domain: new URL('v3/directline', directLineURL), token });
49
50        // Sends "startConversation" event when the connection is established.
51        const subscription = directLine.connectionStatus$.subscribe({
52            next(value) {
53                if (value === 2) {
54                    directLine
55                        .postActivity({
56                            localTimezone: Intl.DateTimeFormat().resolvedOptions().timeZone,
57                            locale,
58                            name: 'startConversation',
59                            type: 'event',
60                            // https://www.dynamicsforcrm.com/pass-parameters-to-copilot-studio-bot-from-calling-site/
61                            value: {
62                                Customer_No:no, 
63                                Customer_City:city, 
64                                Customer_Name:name, 
65                                Customer_Blocked:blocked
66                            }
67                        })
68                        .subscribe();
69
70                    // Only send the event once, unsubscribe after the event is sent.
71                    subscription.unsubscribe();
72                }
73            }
74        });
75
76        WebChat.renderWebChat({ directLine, locale, styleOptions }, __div);
77
78
79        Microsoft.Dynamics.NAV.InvokeExtensibilityMethod("ControlReady");
80
81    })();
82
83}
84
85function fontFamily(fonts) {
86    return fonts.map(font => `'${font}'`).join(', ');
87}

CustomerCopilotStyles.css

CSS

1* {
2    font-size: 10.5pt
3}