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Bot sessions and licensing

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

A bot session is defined as a conversation in which a bot is invoked. The bot can be invoked at the start, middle, or end of a conversation.

  • If two different bots are invoked in the same conversation, it is considered a single conversation.
  • A conversation with a bot that's escalated to a human agent is considered a bot conversation.

The add-in applications such as Chat, Digital Messaging, and Voice channel are licensed per user. Each add-in application is entitled to a specific number of bot sessions. You can also purchase additional bot sessions on the Microsoft 365 admin center. More information: Buy add-ons

To know about the required subscriptions to use the chat and voice channels, see the Licensing section. For more information on licenses and pricing, see the Dynamics 365 licensing guide.

Overview of bots
Integrate an Azure bot
Integrate Copilot Studio bot
Configure Copilot Studio bot for voice