Published December 9 2025
Agent Name
Frontline Assist Agent
Built with
Copilot Studio
Industry
Retail (Can be adapted to any industry)
Deployed to
Microsoft Teams
In the spirit of the festive season, a time when retail teams are carrying an enormous load, we’re spotlighting a frontline support agent we designed for retail teams this year. It’s built to support staff all year round, but there’s no denying how valuable it becomes during December’s long days, crowded stores, constant questions, and the pressure to keep everything moving. Whether someone is helping customers, unpacking stock, or fixing a device between rushes, the pace never really slows.
Frontline staff make quick decisions all day, and when something goes wrong or they need information fast, the right support at the right moment can make or break a shift. This agent was built with those realities in mind. It gives store teams a simple, familiar way to get help directly inside Microsoft 365, so they can stay focused on their customers and keep the day running smoothly, even in the busiest season of the year.
Challenge
This agent was born out of a moment many retailers face. When a long-standing support channel inside Workplace from Meta was retired, frontline teams suddenly lost a quick, familiar way to get help. Store staff no longer had an easy place to ask everyday questions, check guidance, or escalate issues during a busy shift. Without that on-demand support, delays crept in, frustration grew, and small problems began to interrupt the pace of work.
The challenge was to create a new support pathway that lived entirely within Microsoft 365. Simple for store teams to use, scalable across locations, and dependable enough to become part of daily operations.
How a frontline assist agent solves these problems
We designed the agent to give store teams a single, reliable place to get help, right inside Microsoft Teams. Staff can ask questions in natural language and receive instant answers from a connected SharePoint knowledge base, removing the need to search through old messages or interrupt a colleague in the middle of a rush.
When an issue needs more than a quick response, the agent guides the user through a short set of prompts and automatically creates a support ticket. A Power Automate flow then posts the request to the right Teams channel and, during business hours, starts a 1:1 chat with a support specialist. After hours, the ticket is still logged and queued for follow-up the next day.
Behind the scenes, the agent sits on a structured SharePoint ticketing framework that tracks every request from start to finish. Deploying it through a managed dev-to-prod pipeline means updates are safe and predictable, ready to scale across stores.
By bringing answers, escalation and tracking into one place, the agent removes friction for frontline staff, reduces noise for support teams, and keeps stores moving.
Expected outcomes
Like what you see?
If this sparked ideas about what’s possible, imagine what happens when an agent is shaped around your teams, your processes and the way you work. We’ve been designing and implementing Copilot agents across retail, government and corporate environments, helping organisations give their people simple and reliable support.
With extensive experience in Copilot Studio and as Microsoft’s 2025 Global Partner of the Year for Modern Workplace for Frontline Workers, our team are the experts in building practical agents that fit naturally into Microsoft 365, whilst taking pressure off your frontline teams. If you’re curious about where an agent could make a difference in your organisation, we would love to chat with you.
