A new cashier at the Lightspeed till does not know whether a return without a receipt is allowed, what promotion runs today or what to do with a parcel left uncollected in a DHL parcel locker, while the manager answers by phone from another store. The assistant in Teams answers from your internal documents, with a link to the source.
Built for ISO 27001NIS2 DORA
In a retail chain the rules live in several places: the returns policy in a SharePoint document, promotions in a weekly email, loyalty programme terms in a marketing deck, the Lightspeed till instructions in a paper folder, and the DHL parcel handover procedure in a PDF from the courier. A cashier with a queue has no time to search, so they call the shift manager or decide on their own. The result: the same situation is handled differently in different stores, a customer gets the wrong discount at the till, a return is entered with the wrong Lightspeed document, and a new employee's first weeks pass under supervision.
We build a Copilot Studio agent in your Microsoft 365 tenant. It answers only from approved documents in a SharePoint library: the returns policy, the promotions list, loyalty rules, Lightspeed till instructions, the DHL parcel handover procedure and frequently asked customer questions. An employee asks in Teams on a phone or on the till computer in everyday words, for example how to process a return without a receipt in Lightspeed, and the agent gives the answer with a link to the document and the section it came from. If the answer is not in the documents, the agent says so and points to the shift manager instead of making something up. Marketing updates the promotions list in the same SharePoint file, so the next morning the agent answers according to the new list. Access is controlled through Entra ID: an employee sees only the documents for their store group and role, and all questions and answers stay in your tenant and are visible in the log.
Four steps from input to a record in your system, with human approval wherever there is risk.
Together with you we gather the current returns, promotions, loyalty and Lightspeed till instructions and the DHL parcel handover procedure into a SharePoint library with clear owners. Outdated versions are removed so that the agent does not answer from them.
An employee asks in Teams, for example how to apply a loyalty discount to a promotional item in Lightspeed, and the Copilot Studio agent finds the answer only in the library and gives it with a link to the document and section. If the information is missing, it says so and points to the shift manager.
Only the responsible people change promotions and rules in their SharePoint documents; the agent creates nothing itself and writes nothing to Lightspeed. Entra ID groups determine which store groups' and roles' documents each employee can see.
Every week we review the questions the agent had no answer for and suggest which document to extend, for example a new DHL handover rule. We maintain the agent when Copilot Studio or your library structure changes.
An agent in your Microsoft 365 tenant, available in Teams on a phone and on the Lightspeed till computer, with answers and links to the source.
An organised document structure with owners and versions: returns, promotions, loyalty, Lightspeed instructions, DHL parcel procedures, and a guide on how to maintain it.
Groups by store group and role, so that an employee sees only the documents and answers meant for them.
Short training for shift managers and a weekly report on the most frequent questions and gaps in the documents.
Copilot Studio agent in Teams with a SharePoint library holding Lightspeed till instructions and the returns, promotions and DHL parcel procedures. Optionally we connect read-only queries to ERP stock. Read more about this service and its limits on the service page.
A Copilot Studio agent is licensed differently from Microsoft 365 Copilot, so full Copilot licences for every employee are not required. At the start of the implementation we review your licences and suggest the most suitable option.
In the first stage the agent answers only from SharePoint documents. In the second stage we can connect read-only queries to ERP stock or DHL parcel status through an API or an export, depending on your ERP version. We choose the integration method after a check, and we do not claim an official partnership with these systems.
Marketing updates the promotions document in SharePoint, and the agent starts answering from the new version after indexing, usually within a few hours. For urgent cases we recommend an additional announcement in a Teams channel, and prices at the till are in any case set by Lightspeed.
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