492613 – Microsoft 365 Admin Center: Pin agents in M365 Copilot Chat

Product:

Copilot, Defender, Microsoft 365 admin center

Platform:

Web, World tenant

Status:

Launched

Change type:

Links:

Details:

This feature enables AI administrators to pin specific agents in M365 Copilot Chat for all users in the tenant or defined users and groups, improving user accessibility to the most relevant and agents for their work. #copilotcontrolsystem

Change Category:
XXXXXXX ... free basic plan only

Scope:
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Release Phase:
General Availability

Created:
2025-05-13

updated:
2025-09-12

Docu to Check

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

User Accessibility Issues
If the change to pin agents in M365 Copilot Chat is implemented without preparation, users may face difficulties in accessing the most relevant agents, leading to confusion and inefficiency in their workflows.
   - roles: End Users, IT Support Staff
   - references: https://techcommunity.microsoft.com/t5/microsoft-365-blog/introducing-microsoft-365-copilot/ba-p/3701230, https://www.microsoft.com/en-us/microsoft-365/blog/2023/03/16/introducing-microsoft-365-copilot/

Increased Support Tickets
The lack of preparation for the new feature may result in a surge of support tickets from users who are unable to effectively utilize the pinned agents, overwhelming the IT support team.
   - roles: IT Support Staff, Help Desk Agents
   - references: https://www.forbes.com/sites/bernardmarr/2023/04/10/the-impact-of-ai-on-it-support/?sh=5c1c1c1e7b3e, https://www.zdnet.com/article/how-ai-is-changing-it-support/

Configutation Options**

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explanation for non-techies**

Imagine you're in a large office building with numerous departments and employees. In this building, there's a reception desk where visitors can ask for help or directions. Now, think of Microsoft 365 Copilot Chat as that reception desk, but in a digital workspace. It's where users can go to get assistance with their tasks or find information quickly.

The new feature in the Microsoft 365 Admin Center allows IT administrators to "pin" certain agents, or virtual assistants, to this digital reception desk. This is similar to having a few specialized receptionists at the front desk who are experts in specific areas, like HR or IT support. By pinning these agents, administrators ensure that when users come to the Copilot Chat, they can immediately access the most relevant help they need, without having to sift through a long list of options.

For example, if your company has a lot of employees working on legal documents, the admin can pin an agent that specializes in document management. This way, whenever someone needs help with their documents, they can quickly get assistance from the pinned agent, just like having a legal expert always available at the reception desk.

This feature is beneficial because it streamlines the process of getting help, making it more efficient for users to find the right support. It also allows the organization to tailor the digital workspace to better fit the specific needs of its employees, much like customizing the reception area to better serve the visitors who come through the doors.