Microsoft Copilot Studio is the low-code platform for building custom
AI agents and chatbots, the natural evolution of Power Virtual
Agents.
FlexiSolutions designs, develops and supports
Copilot Studio agents that give customers and employees real answers,
route to the right person when needed, and take action in the systems
you already run.
A short orientation for decision-makers and teams who already know the rest of the Power Platform, and for people who don't.
See Power Platform overviewCopilot Studio is the Microsoft platform for building custom conversational agents: chatbots that can answer questions, take action in connected systems, and hand over to a person when the matter requires human judgement. It is part of the Microsoft Power Platform and is designed to work alongside Power Automate, Power Apps, Power BI, Dynamics 365 and the wider Microsoft 365 environment.
To the end user, a Copilot Studio agent is a conversation. Underneath, the platform gives you a structured way to design topics, ground the agent in your own knowledge sources, plug in actions through Power Automate, manage identity, monitor what is happening, and govern the whole thing in line with the rest of your Microsoft estate.
Copilot Studio is the evolution of Power Virtual Agents. Existing Power Virtual Agents chatbots continue to be supported, and the authoring and design experience is broadly the same. New deployments and new capabilities are delivered through Copilot Studio. If you are migrating from Power Virtual Agents, the path is well-trodden and we will guide you through it.
Define what the agent recognises, what it asks, and what it does, the same way you would brief a person.
Point the agent at SharePoint, public websites, documents, Dataverse and other sources. It answers from what you control.
When the agent needs to do something (look up an order, open a case, send a notification) it calls a Power Automate flow.
Copilot Studio is not a general-purpose consumer chatbot builder, not a marketing website widget, and not a substitute for a human-led service when the matter genuinely requires it. It is a structured, governed platform for business conversations, and that focus is what makes it useful in the situations we describe below.
Most organisations eventually run into the same constraint: the same routine questions, the same simple requests and the same lookups take up a disproportionate share of someone's time. A well-designed Copilot Studio agent gives the people asking the right answer quickly, and frees the people answering to focus on the work that requires them.
A small number of questions ("how do I reset my password?", "what's the status of my order?", "where do I find form X?") account for a large share of calls, chats and tickets. They are exactly the questions a well-built agent can resolve without a person.
The information exists, but finding it depends on who you ask. A grounded agent turns the same content into a single conversation point, without losing the source of truth.
HR, IT, finance and facilities answer the same set of questions every week. An internal agent gives employees a quick, consistent first answer, and routes to the right team when it matters.
Different people give different answers to the same question. An agent gives one grounded answer every time, with the source attached, and escalates to a person when the situation needs it.
Many "AI" experiences collapse the moment the conversation gets hard. A Copilot Studio agent is designed to escalate cleanly, with the context, to a person in Teams, Dynamics 365 Customer Service or another channel.
The agent often needs to look up something, open something, or update something across connected systems. Through Power Automate and connectors, Copilot Studio can do that without rebuilding the systems underneath.
These problems are common because they live at the boundary between the business and the people asking questions, a place where general productivity tools rarely fit, and full custom AI development is disproportionate. Copilot Studio is the in-between option that often fits the actual need.
We deliver Copilot Studio agents end-to-end: discovery, design, build, integration, governance and ongoing improvement. The capabilities below are the ones we deliver most often; the specifics of any engagement are shaped by your business problem, your audience and the systems you already run.
Structured topics with triggers, questions, conditions and actions, the same way you would brief a person. This is the right design where the conversation is predictable and the answer needs to be reliable.
For the long tail of questions you didn't predict, the agent can answer from a curated knowledge source (SharePoint, public websites, documents, Dataverse) and cite where the answer came from. Generative answers are useful where the knowledge is structured enough to ground reliably.
When the agent needs to do something, for example look up an order, open a case, create a record, send a notification, raise an approval, it calls a Power Automate flow that connects to the right system. The agent is the conversation; Power Automate is the action layer.
A Copilot Studio agent does not have to handle every conversation. We configure escalation to a person in Teams, Dynamics 365 Customer Service, a service desk, or a specific team, with the conversation history and any collected variables attached.
The same agent can be deployed to Microsoft Teams (for employees), a custom website (for customers), a Power Pages portal, Dynamics 365 Customer Service, mobile and other supported channels, with the right identity and conversation settings for each.
Conversation transcripts, resolution rates, escalation patterns, topic effectiveness and customer satisfaction are reported on a cadence that fits your team. We use them to improve the agent through new topics, better knowledge and refined triggers.
Copilot Studio works best where a conversation is the natural interface and where the work behind it can be grounded in your own data. The scenarios below are the ones we deliver most often.
A first-line agent embedded in Dynamics 365 Customer Service, a website or a portal. Resolves the routine questions, opens a case when it can't, and hands the case to a human with the context attached.
An internal agent in Microsoft Teams that handles the questions employees ask most often: leave balances, expense policy, onboarding tasks, password resets, software requests, ticket status. The agent answers from HR and IT knowledge and creates a ticket when needed.
A grounded agent that turns the documents, policies and procedures scattered across SharePoint into a single, conversational point of access. Particularly useful in organisations with knowledge that is correct but hard to find.
An agent that helps the sales team find the right material fast: product information, pricing rules, proposal templates, case studies, contract clauses. The agent can also help a partner or customer self-serve the same information with appropriate identity.
An agent that helps engineers and field staff in Dynamics 365 Field Service: pull up asset history, follow a checklist, open a work order, escalate a problem. Useful for both office and on-site teams where the conversation is the most natural interface.
A conversational front-end to a business process: intake, validation, routing and status. The agent is the interface; Power Automate and the underlying systems do the work.
For each of these, the design is shaped by the conversations that already exist in your business, the systems that hold your data, and the standards of identity and governance you need to respect. We don't deliver agents from a template. We deliver them to fit the business.
A Copilot Studio agent rarely stands alone. The real value comes from how it connects to the rest of the Microsoft environment you already run: Microsoft 365, Teams, Power Automate, Power Apps, Power BI, Dynamics 365 and Azure.
The most common deployment channel for internal agents. The agent lives where employees already work, sign-in is handled by Microsoft Entra ID, and escalation routes to the right person or team through Teams.
The action layer. When the agent needs to do something (open a case, look up an order, send a notification, raise an approval) it calls a Power Automate flow that connects to the right system.
Where the business data lives in Dynamics 365 Customer Service, Sales, Field Service or Finance and Operations, Copilot Studio can hand context to a case, look up an account, or pull customer history, with the right identity and table permissions applied.
The agent's knowledge comes from the same SharePoint sites, documents, policy libraries and wikis the rest of the business uses. Permissions are respected automatically, so the agent only sees what the asking user is allowed to see.
For agents that need to read or write structured data, Dataverse is the natural data layer. Combined with a Power App or Power Pages portal, this is how full business processes are supported conversationally.
For more complex integration, retrieval or processing, Azure Functions, Azure Logic Apps, Azure AI Search, Azure OpenAI Service and Azure Key Vault can sit behind the agent, called through Power Automate or custom connectors.
The right combination is what makes an agent useful. We design Copilot Studio solutions so that each component is used where it adds the most value, rather than treating the agent as an isolated product. For the broader AI work that goes beyond conversational agents, including prompt engineering, custom AI integration and Copilot enablement, see AI & Copilot Enablement.
A conversational agent that touches customer data, employee data or business processes has to be designed with the same care as any other production system. We treat security, governance and responsible AI as design decisions, not as something added afterwards.
Authentication is configured per channel and per scenario: anonymous access where the design allows it, Microsoft Entra ID for internal employee agents, and single sign-on or external identity providers for customer-facing agents. The agent only sees and does what the configured identity permits.
DLP policies are applied so the agent and its Power Automate actions can only use the connectors and data sources they are meant to use. The same governance framework covers Copilot Studio and the rest of the Power Platform estate.
Outbound connections use secure connection references. Secrets are stored in environment variables, Azure Key Vault or the platform's secure connection store, never hard-coded in agent configuration.
We work in separate environments for development, test and production, with solutions moved between them. Configuration, topics, knowledge sources and flows are stored in source control and deployed through a controlled process.
Conversation transcripts, escalation events, action outcomes and integration errors are logged. Sensitive data is handled according to the platform's data handling settings and your own retention policy.
Generative answers are grounded in approved sources and accompanied by citations. Topics and instructions are reviewed for bias, accuracy and unintended behaviour. The agent hands over to a person when the matter is sensitive, ambiguous, or outside its scope, by design rather than as a fallback.
Copilot Studio runs on Microsoft's AI infrastructure, but no platform makes a conversational agent automatically safe, accurate or compliant. That comes from design, configuration and the way the agent is integrated with the rest of your identity, data and governance environment. We build with that in mind from the first conversation. For the wider Power Platform governance work, see Governance & Security.
We work in stages, with each stage producing something visible and useful. Not every engagement goes through every stage, but the structure is consistent and follows the same methodology we use for the rest of the Power Platform.
We start by understanding the audience for the agent, the conversations it must handle, the systems it must connect to, the constraints it must respect and the success measures the business will use. The output is a short brief that everyone agrees with before design begins.
We map the conversations the agent will handle, draft the topics and triggers, identify the knowledge sources and prepare the content the agent will draw on. For grounded generative answers, this is where the quality of the source content is decided.
We confirm what the proposed solution requires from Microsoft Entra ID, the connectors, the Power Automate flows, the channels, and the data, and we check the licensing implications against current Microsoft terms. Constraints are flagged early.
Topics, actions, channels, identity, escalation paths, governance and analytics are designed in detail. Where the design has trade-offs, we present them and get a decision.
We build the agent, the supporting Power Automate flows and the integration points in a development environment. The build is iterative: we demo working conversations early, so feedback is grounded in something real.
Functional testing of conversations, escalation paths and actions; user-acceptance testing with the teams who will work with the agent; testing against the agent's accuracy, safety and grounding. Accessibility is considered for the channels that need it.
The agent is deployed to production channels, monitored through a settling-in period and handed over to your team with documentation, training and a clear support path.
We provide ongoing support, monitor conversations and analytics, and work with you on the changes a real agent always needs: new topics, refined knowledge, new channels, regulatory change, integration with new systems.
Throughout the engagement we are honest about scope, timeline and what the technology can and cannot do. An agent that has been properly scoped is cheaper to run and easier to evolve than one that was sold on capabilities that never quite worked.
The right conversational AI tool depends on the conversation, the audience and what is already in place. Copilot Studio is the right tool for a specific set of problems; it is not the right tool for everything.
Microsoft 365 Copilot is a general productivity assistant that works across Word, Outlook, Teams, Excel and other Microsoft 365 apps for licensed users. Copilot Studio is where you build custom agents for specific business scenarios: your data, your processes, your customers or your employees.
They are complementary
Copilot Studio agents can extend Microsoft 365 Copilot where appropriate, and the two are designed to work together. The right question is rarely "either/or". It is "where does each add value?".
General-purpose consumer chatbot platforms are designed for marketing-style conversations on websites. They are good at the first thirty seconds of a conversation. They are weaker when the agent needs to take real action in your systems, respect your identity model, ground answers in your content, and hand over to the right team.
The deciding factor is the work behind the conversation
If the agent needs to do something with your systems, Copilot Studio usually wins. If it is purely marketing-style, a consumer platform is fine.
A fully custom AI build (for example on Azure AI Foundry) gives you unlimited control but at significant cost and lead time. Copilot Studio delivers the conversational and integration infrastructure out of the box, which is why it is often the more practical answer for a typical business agent.
When a custom build is genuinely required
Specialised model fine-tuning, proprietary orchestration that Copilot Studio cannot replicate, very specific hosting or regulatory requirements. We will tell you when that is the case.
Power Automate can power automated conversations through approvals and notifications, but it is not a conversational platform. Where the interface needs to be a real conversation that can flex and respond, Copilot Studio is the right tool; Power Automate then handles the actions behind it.
They usually work together
The agent is the conversation; Power Automate is the action layer. Most Copilot Studio solutions include Power Automate flows.
The right answer is the one that fits the problem and the constraints. We will tell you when Copilot Studio is not the right answer; that is part of how we work.
The benefits of a well-designed Copilot Studio agent are real and measurable, but they depend on the problem the agent is solving and how the wider business uses it. We do not promise specific percentages or savings. We work with you to define what success looks like before the agent goes live, and we help you measure it afterwards.
Our approach
Agree the metric, deliver the agent, review the result. We do not quote percentages in advance because doing so produces numbers that are either padded to cover uncertainty or wrong.
Measured by ticket volume, first-contact resolution and call duration on the topics the agent handles.
Measured by first-response time, end-to-end resolution time and the share of conversations resolved without a human.
One grounded answer to the same question, with the source attached, instead of variation between people and teams.
Measured by escalation rate, time-to-first-human-response and the quality of context that reaches the human agent.
The value that is hardest to put a number on, and the one that usually matters most: human time freed for the work that requires human judgement.
The cost of a Copilot Studio engagement depends on the design, not on the technology licensing in isolation. We work with you to understand the factors that drive cost and licensing, and we point you at current Microsoft guidance rather than quoting a price that will be wrong by the time you read it.
Copilot Studio licensing is structured around the type of agent, the channels it is deployed to, message volume and whether generative AI features are used. The exact licence model for your engagement depends on the audience, the design and the data.
We assess the licensing implications of any specific design and refer you to Microsoft's current Copilot Studio licensing terms. Pricing shown elsewhere on this site covers our service fees, not Microsoft licence costs.
Ongoing support can be structured as a retainer, a fixed-fee package or per-engagement work, depending on what makes sense for your team. We agree the model up front and review it after the settling-in period.
We provide a tailored proposal once the brief is clear. We will not quote a fixed price before we understand the problem, because doing so produces a number that is either padded to cover uncertainty or wrong.
If your question is not here, contact us and we will answer it directly.
Microsoft Copilot Studio is the low-code platform for building custom AI agents and chatbots that work alongside Microsoft 365 Copilot. It is the evolution of Power Virtual Agents and is now the Microsoft-recommended product for organisations that want to build conversational agents without starting from scratch on AI infrastructure.
Power Virtual Agents has been renamed and evolved into Microsoft Copilot Studio. Existing Power Virtual Agents chatbots continue to be supported, and the design and authoring experience is broadly the same. New deployments and new capabilities are delivered through Copilot Studio.
Three broad categories: customer-facing agents that answer questions and resolve routine enquiries; employee-facing agents that help with internal knowledge, IT and HR self-service; and process agents that take action in connected systems on a user's behalf, often combined with Power Automate. The capabilities available in each category depend on the design, the licensing and the data the agent can access.
Microsoft 365 Copilot is a general productivity assistant that works across Word, Outlook, Teams, Excel and other Microsoft 365 apps for licensed users. Copilot Studio is where you build custom agents for specific business scenarios: your data, your processes, your customers or your employees. The two are complementary, and Copilot Studio agents can extend Microsoft 365 Copilot where appropriate.
Agents can be deployed to Microsoft Teams, a custom website, a mobile app, a Power Pages portal, Dynamics 365 Customer Service, Facebook Messenger, and other channels depending on the design and licensing. The same agent can be published to more than one channel.
Through Power Automate and the broader connector ecosystem, Copilot Studio agents can call into Microsoft 365 (SharePoint, Outlook, Teams, OneDrive), Dynamics 365 (Sales, Customer Service, Field Service, Finance and Operations), Dataverse, Microsoft Entra ID, Azure services, and hundreds of third-party systems that have a connector or API. Custom connectors and Azure Logic Apps extend the reach further.
Authentication is configured per channel and per scenario: anonymous access where appropriate, Microsoft Entra ID for internal employee agents, and single sign-on or external identity providers for customer-facing scenarios. The agent only sees and does what the configured identity and the data permissions allow.
Knowledge sources such as SharePoint sites, public websites, documents, Dataverse tables and custom sources are configured at design time and reindexed on a schedule. The agent answers from these sources rather than improvising, and escalation paths are configured so the agent hands over to a human when it cannot answer confidently or when the matter requires human judgement.
Governance is built in: environment strategy (development, test, production), solutions and application lifecycle management, Data Loss Prevention policies, role-based access for makers, conversation transcripts and analytics, content moderation, and review processes for changes to topics and knowledge. We design for safe rollout rather than adding governance after the fact.
Copilot Studio supports both classic topic-and-trigger conversation design and generative AI orchestration, including the option to ground the agent in your own content and to pass specific instructions. Generative answers are most useful where knowledge is structured enough to be reliably grounded; we will tell you when a topic-based design is the safer choice.
Discovery and requirements, design, knowledge preparation, build, test, deployment to a pilot, handover, and ongoing improvement. We work in stages and show working conversations early so feedback is grounded in something real.
Licensing depends on the type of agent, the channels it is deployed to, the message volume, and whether generative AI features are used. We assess the licensing implications of any specific design and refer you to Microsoft's current Copilot Studio licensing terms. The pricing shown on our site covers our service fees, not Microsoft licence costs.
Yes. We start by reviewing the existing agent, its topics, knowledge sources, integration and analytics, and identify what is working, what is not and the most cost-effective path forward: sometimes a targeted improvement, sometimes a rebuild. We will tell you which, and why.
Copilot Studio is most often delivered alongside other Power Platform and AI services. If any of the following are part of your context, they are worth a conversation.
The broader AI and Copilot work that goes beyond conversational agents: Copilot for Microsoft 365 rollouts, prompt engineering, custom AI integration and the broader AI strategy that surrounds a Copilot Studio project.
See how Copilot Studio fits alongside Power Apps, Power Automate, Power BI and Power Pages in the wider Power Platform ecosystem.
The action layer for Copilot Studio agents: the Power Automate flows that look up data, open cases, send notifications and take action in connected systems.
Where the agent needs to be embedded in a customer or partner portal, Power Pages is the platform it sits on.
Where the agent needs to reach into ERP, finance, CRM or line-of-business systems, the right integration pattern is the difference between a working agent and a frustrating one.
The wider Power Platform governance work that surrounds a Copilot Studio project: environments, DLP, lifecycle management, maker controls and responsible AI policy.
We will start by listening. Tell us who the agent is for, the conversations it should handle, the systems it must connect to and what is in the way today. We will come back with a clear view of the problem, the options and what we think the right next step is, including, where appropriate, when Copilot Studio is not the right answer.
Not the technology. We want to understand the audience and the conversations that need handling.
We will tell you when Copilot Studio is the right answer, and when it isn't.
A scoped plan, a real proposal and a path forward that fits your business.
