In Europe we need to collect consent from the caller before we enable call transcription or call recording. We usually do this in the IVR by letting the caller press 1 if the consent or 2 if they do not consent.

We wish to have a function in Copilot Studio or an API to call for enabling call transcription and recording (individually) within the IVR, before the call i connected to a service rep.

The following APIs did look promising but could not be used from Copilot Studio. We can use these APIs from within a form based on a context variable.

https://learn.microsoft.com/en-us/dynamics365/contact-center/extend/api/record-transcription-api

Microsoft support have confirmed that they do not have this functionality today and asked me to create an Idea. Support ID: 2601161420001618

Best regards

Oskar