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None of those, quite. It is not an IVR, because there is no menu and nothing to press. An auto attendant routes calls; this one takes them. And voicebot or virtual agent usually describes a chat tool with speech bolted on, built to answer questions. This runs a configured business process from end to end: it asks your questions in your order, validates what it hears, and writes a structured record. Closer to your enquiry form answering the phone than to conversational AI as it is normally sold.

Copilot Studio, formerly Power Virtual Agents, is a toolkit for building agents. You design the topics, you handle the edge cases, and you own and maintain the result. Enquiry 360 is a finished application you configure. If you have the people and the appetite to build your own, Copilot Studio is the right tool. If you want a service answering next week, and would rather change a form than a flow, this is.

Yes, and it is a common way to start. It does not have to replace anything. It picks up when your call centre is at capacity, when you are closed, and on the long low-urgency calls that tie an agent up for ten minutes without needing a person. First line triage, in other words, with every missed call becoming an enquiry rather than a voicemail, landing in the same place your team would have put it. If you answer the phone for other organisations, there is more on how contact centres and outsourcers run it.

No. A call answering service is people taking a message and passing it on, and call handling of that kind is priced by the minute. This runs your actual process and produces a structured record rather than a message. There is nobody on the other end, and it never suggests otherwise to a caller.

You point a number at it. That can be a new number, or you can forward an existing one, so your switchboard and desk phones carry on exactly as they are. It sits in front of what you already run rather than replacing it, which is why an overflow or out-of-hours start is usually the easiest first step.

The voice agent writes directly into your own Microsoft Dataverse as a structured record, not a transcript for somebody to read through. Whether you think of that as enquiry management or lead capture, it is the same record your staff produce when they work the process on screen, so reporting and any follow-on workflow behave identically. The speech recognition and the language model do their work during the call. What survives is the data.

Enquiry 360 installs into the same Microsoft Dataverse that Dynamics 365 and your Power Apps already run on, so a call becomes a record in your own system the moment it ends. The voice agent writes to Dataverse directly, so there is nothing to integrate: no connector to buy, no middleware, no overnight sync to monitor, and nothing to re-point when Microsoft updates either side. If your team already reports on Dataverse tables in Power BI, phone enquiries appear there like any other record.

That is what it is for. The caller is asked the questions your process defines, and the answers are written straight into your CRM fields as the call happens, so there is no manual data entry afterwards and nothing sitting in a notebook or an inbox waiting to be typed up. Validation runs on every answer, so a postcode or an email address that does not look right is queried on the call rather than corrected next week.

Yes. A full transcript is kept with the enquiry, and a written summary of what the caller actually wanted sits alongside the captured fields, so whoever picks it up later does not have to read the whole conversation. Call recording is a separate setting you control. All of it stays in your own environment and can be searched and reported on like any other record.

It captures the request on the call: the date and time the caller wants, validated and read back to them before they hang up. If your available slots are held in Dataverse it can offer those and take one directly. Pushing a confirmed booking on into Outlook or Google is a Power Automate flow. What it will not do is guess at availability it cannot see, because a double booking costs more than a call back.

It asks the questions you configure, in the order you set, and follows whatever branching your process needs, so an urgent repair and a general query do not go down the same path. What reaches you is already triaged and sent to the right team or inbox. It does not decide who is worth talking to and it does not give advice. That judgement stays with your people.

Every enquiry is a record in your own Dataverse, so a Power Automate flow can send it wherever you already send things: a Teams channel, a shared inbox, a rota, or a third party system with an API. If your team already builds flows, this is one more table to build them against.