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[This article is prerelease documentation and is subject to change.]
In this section, you learn how the Sales Close Agent - Engage operates to autonomously manage customer interactions and drive sales for high-velocity, low-complexity deals.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
How the records are processed
When the Sales Close Agent - Engage is started, it processes records based on the configuration settings defined during setup. The agent works through the following steps to engage with customers and drive sales:
- Record selection: The agent selects records that match the criteria for high-velocity, low-complexity deals.
- Personalized outreach: The agent uses templated messaging and customer data to craft personalized outreach communications configured in the Email content settings.
- Initial customer engagement: The agent sends outreach emails to customers and monitors their responses. Based on customer interactions, the agent recommends products, addresses objections, and guides customers through the sales process by following up. If customers aren't interested, the agent automatically closes the records as lost.
- Follow-up automation: The agent automates follow-up communications based on predefined triggers, such as customer responses or changes in deal status. This approach ensures timely, relevant engagement throughout the sales process. When a customer doesn't respond to the initial outreach, the agent sends follow-up emails to re-engage them. If the customer isn't interested or doesn't respond to the follow-up email, the agent closes the record as lost. If the customer responds with questions or objections, the agent addresses them using the configured knowledge sources.
- Transaction closure: The agent helps customers complete their purchases by guiding them to self-service checkout options and closes the records as complete.
Note
At any point during the engagement process, if the agent determines that a record requires human intervention (for example, complex objections or specific customer requests), it can escalate the interaction to a human seller for further assistance.
View records that are escalated for human intervention
Records that require human intervention are escalated by the agent and can be viewed by supervisors or sellers in Dynamics 365 Sales.
Follow these steps:
In the Sales Hub app, go to Sales.
Select the relevant entity. For example, Opportunities.
From the view selector, select the Entity from Sales Close Agent - Engage view.
This view displays all records that have been escalated by the Sales Close Agent for human intervention.Note
You can only see the records that you have permission to access.
The following are views available for the supported entities:
Entity View name Account Accounts from Sales Close Agent - Engage Contact Contacts from Sales Close Agent - Engage Lead Leads from Sales Close Agent - Engage Opportunity Opportunities from Sales Close Agent - Engage Open a record to review the details and take necessary actions to assist the customer. The Timeline on the record provides a history of interactions and actions taken by the agent.