Dynamics 365 Customer Insights - Journeys: Marketing tools, skills and plugin are now available in Copilot Cowork

The Customer Insights plugin brings Dynamics 365 Customer Insights context, actions, and guided workflows to Copilot Cowork. Marketers and other customer-facing teams can understand customer profiles, author brand-compliant content, and prepare consent-aware outreach using existing segments directly in the flow of work, reducing the need to switch to Dynamics 365 Customer Insights.

The native Customer Insights skills (Customer Brief & Value Metrics, Email Content Advisor, and Customer Outreach) invoke tools published through the Dynamics 365 MCP server to retrieve unified customer profile and journey context and to perform supported actions in Customer Insights – Journeys. These tools respect Dynamics 365 business logic and the user's existing permissions on each call. The skills are included in the Customer Insights plugin, providing administrators with a governed way to deploy and manage the capabilities.