Sales Agent in Microsoft Copilot architecture

  • 12 minutes

Sales Agent in Microsoft Copilot connects Microsoft 365 experiences with Microsoft-managed services and your customer relationship management (CRM) system. Understanding these parts helps you plan deployment, access, data governance, and configuration.

Admin layer

Administrators use several management experiences:

  • Microsoft 365 admin center: Deploy Sales Agent to Outlook and Microsoft 365 Copilot, assign users and groups, and manage the agent.
  • Microsoft Teams admin center: Use app setup policies to install and pin the Sales app in Teams.
  • Sales Agent administrator settings: Connect CRM environments and configure forms, access, AI features, and other environment-level settings.

Client layer

Sellers use Sales Agent through connected experiences in Outlook and Teams. They can review and update CRM information in the Sales pane, share CRM records, and use meeting insights. Sellers with the required license can also open Microsoft 365 Copilot and select Sales under Agents to query and act on sales data by using natural language.

Microsoft manages the cloud-hosted user interface and service components. Administrators manage deployment, user access, policies, and configuration rather than the application code or service lifecycle.

Service layer

Microsoft-hosted services connect the client experiences to CRM data and, when licensed, work data available through Microsoft Graph. These services apply the signed-in user's permissions when they retrieve data. AI features ground responses in data that the user is authorized to access and return the result to the Sales Agent experience.

Data layer

Sales Agent works with three broad categories of data:

  • Microsoft 365 work data: Email, meeting, chat, file, and people data is available through Microsoft Graph according to the user's permissions.
  • CRM data: Dynamics 365 Sales or Salesforce remains the system of record for customer and sales records.
  • Sales Agent data: Configuration, mappings, and generated sales insights are stored in Microsoft Dataverse.

Storage and security

Sales Agent uses the security, privacy, compliance, and retention controls of the services that store the data. It accesses Microsoft 365 and CRM data in the signed-in user's context, so users only receive information that they have permission to access. Microsoft doesn't use customer data, prompts, or responses to train foundation models for other customers.

Connecting Sales Agent to a third-party CRM can share data outside Microsoft 365. Administrators and users must consent before Sales Agent connects a Microsoft work or school account to a CRM account.

For implementation details about security, compliance, data residency, AI integration, and application lifecycle management, see Architecture of Sales Agent.