Use Copilot to kickstart email messages
When you compose a new email or reply to your customers by email, Sales Copilot uses AI to suggest content, saving you time and effort in composing the perfect message to move a deal forward. Choose from pre-defined response categories or enter your own text, and the AI generates the suggested content. You can use the suggested content as-is or modify to meet your needs.
Note
This feature is available only when enabled by your administrator. More information: Configure suggested email content in Outlook
The AI-generated content is just a suggestion. It is your responsibility to review and edit the suggested content to make sure it's accurate and appropriate before sending your email.
| Annotation | Description |
|---|---|
| 1 | Information from CRM is displayed in blue. More information: View data source in suggested content |
| 2 | Meeting time suggested. More information: Add or remove meeting suggestion |
| 3 | Share feedback using the thumbs-up or thumbs-down arrow. More information: Share feedback |
| 4 | Change the opportunity used in suggested content. More information: Enhance suggested content with another opportunity |
| 5 | Add the suggested content to email. |
| 6 | Copy the suggested content and paste it in email or Teams chat. |
| 7 | More options menu to:
|
| 8 | Adjust draft menu to:
|
Supported languages
AI in Sales Copilot is supported in the following languages: English, Spanish, German, and French. The email and custom text must be in one of the supported languages to generate the suggested content.
Create an email reply using pre-defined categories
You can get suggested responses when you reply to a customer email or as you're reading one.
In Outlook:
Open a customer email and select Reply. In the banner message at the top of the draft email, select Use Copilot now.
When you're reading an email, open the Sales Copilot pane.
On the Highlights tab, select a pre-defined category.
Review the suggested content.
To generate a different suggestion, select More options, and then select Try again.
Refine the suggested content, if required. You can also restore the suggested content to the previous version.
Select Add to email to paste the content in the email body.
Note
Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.
Edit the email content as required, and then send it.
Create an email message using custom text
If the pre-defined response categories don't suit your requirements, you can enter custom text to generate suggested content.
You can get suggested email content when you reply to a customer email, read an email, or compose a new email.
Note
Information from CRM is not displayed when using custom text to generated suggested email content.
You can generate suggested content for emails containing internal email addresses also. If all email addresses are internal, you'll only see the option to enter custom text. If you add an external email address, pre-defined response categories are made available.
In Outlook:
When replying to a customer's email or composing a new email, select Use Copilot now in the banner message at the top of the draft email.
When you're reading an email, open the Sales Copilot pane.
On the Highlights tab, select Describe the email you want.
Note
Pre-defined response categories are not available while composing a new email. You can only enter custom text or create an email to summarize your sales meeting.
In the textbox, enter a phrase to describe the kind of reply you want to send, and then press Enter.
Review the suggested content.
To generate a different suggestion, select More options, and then select Try again.
Refine the suggested content, if required. You can also restore the suggested content to the previous version.
Select Add to email to paste the content in the email body.
Note
Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.
Edit the email content as required, and then send it.
Custom prompt best practices
Here are some best practices for writing custom text:
Keep it concise: Although the AI engine can handle longer prompts, shorter prompts are simpler to use and can help you get targeted replies.
Be specific: The more specific you are in your prompt, the more targeted the response will be. For example, instead of asking "What's your favorite food?" you could ask "What's your favorite type of Mexican food?"
Use context: Be sure to include relevant context in your prompts to help the AI better understand what you're asking.
Avoid using personal pronouns: Don't include personal pronouns (for example, "I," "me," "my") in your prompts.
Keep it appropriate: The AI uses a general-purpose language model and can generate responses to a wide variety of prompts. It's always a good idea to keep your prompts appropriate for a general audience.
Enhance suggested content with another opportunity
If you've used a response category (Make a proposal or Address a concern) that uses an opportunity record to generate the suggested content, a message is displayed that the generated content is based on the opportunity. If there are multiple opportunities related to the contact, you'll get an option to select another opportunity to regenerate content.
If there are multiple opportunities related to contact, the most relevant opportunity is selected by AI. You'll get an option to select another opportunity, if the previously selected opportunity is not correct, and then regenerate the suggested content.
If there are no additional open opportunities identified by the AI model, no option is displayed to select an opportunity.
Generate the suggested reply using an appropriate response category. In the message at the bottom of the suggested reply, select Change.
Under Relevant opportunity, select the opportunity that you want the generated content to refer to.
Note
Sales Copilot displays opportunities that are related to the contacts in the email.
The information displayed below the opportunities is displayed as customized by your administrator. More information: Select key fields for the mini view
Select Create a new draft.
A new reply is generated based on the selected opportunity.
View data source in suggested content
View information about data pulled from your CRM and Office 365, such as contact, opportunities, account, and email in the suggested content.
CRM data used in the suggested content is displayed in blue color. Select the content to see information about the CRM data. You can also open a record in CRM to view its complete details by selecting 
on the CRM record card.
Email data used in the suggested content is displayed with citation numbers. Select the citation number to see information about the email content used.
The following information is displayed in the suggested content:
From CRM:
Contact
Account
Opportunity
Product
Activity
From Office 365:
Availability
Email
Refine suggested content
After you've generated the suggested content, you can refine the results further by providing a new prompt that builds upon the previous suggestion. This allows you to fine-tune your email replies according to the needs and preferences. For example: Make it formal, make it shorter, or suggest a meeting next week.
Generate the suggested reply using an appropriate response category.
Select Adjust draft.
Under Add details, enter the changes you want to be made in the content, and then select Update. For example, provide a 10% discount on the next purchase.
Review the suggested content.
To generate a different suggestion, select More options, and then select Try again.
Refine the suggested content further, if required. You can also restore the suggested content to the previous version.
Select Add to email to paste the content in the email body.
Note
Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.
Edit the email content as required, and then send it.
Adjust tone of the suggested content
After you've generated the suggested content, you can adjust the tone of the content according to the relationship with the customer or whatever feels comfortable. It helps you to be more productive and write better emails. For example, you can change the tone from professional to formal.
Generate the suggested reply using an appropriate response category.
Select Adjust draft.
Select the tone you want to use and then select Update.
Review the suggested content.
To generate a different suggestion, select More options, and then select Try again.
Refine the suggested content, if required. You can also restore the suggested content to the previous version.
Select Add to email to paste the content in the email body or Copy content when you are reading an email.
Note
Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.
Edit the email content as required, and then send it.
Restore suggested content
You can restore the suggested content to the previous version when you generate a new suggested content either by selecting Try again or refining it.
You can't restore suggested content to the previous version in the following scenarios:
You change the opportunity and create a new draft.
You change the meeting and create a new draft.
When only the first draft is generated.
You can only restore to the previous draft. For example, you can restore draft #2 from draft #3, but not to draft #1.
To restore suggested content to its previous version, select More options, and then select Restore last version.
Add or remove meeting suggestion
By default, a meeting time is not included in the suggested content. If a customer has requested a meeting at a certain time and mentioned the same in an email, the meeting time is included in the suggested content. The meeting time displayed in the suggested content is in your time zone.
Add a meeting time suggestion
If you want to have a meeting with a customer, you can include a meeting time in the suggested content. The meeting time suggested is the first available slot in your calendar.
Generate the suggested content using an appropriate response category.
Select Adjust draft.
Under Suggest a meeting time, select the meeting time displayed.
Select Update.
Remove the meeting time suggestion
Generate the suggested content using an appropriate response category.
Select Adjust draft.
Under Suggest a meeting time, clear the meeting time selected.
Select Update.
Create a sales meeting summary email (preview)
Important
This feature is currently available only for public preview and is subject to change.
After meeting with your customers, you often send an email with a summary of your interaction, relevant action items or next steps, and a follow-up date. Manually creating a meeting summary and compiling all the notes and action items taken during the meeting takes some amount of time and often gets missed.
With Sales Copilot, you can summarize your most recent transcribed Teams meeting with your sales contacts and send it over email whenever you compose a new email or reply to your customer's email.
Important
Ensure that Sales Copilot app is installed, and meeting is transcribed to generate a meeting summary. More information: Generate a meeting summary
In Outlook:
Open the meeting in Outlook and select Contact Attendees > Reply to All with Email under the Meetings tab. In the message at the top of the draft email, select Use Copilot now.
When you're composing a new email, open the Sales Copilot pane or select Use Copilot now in the banner message at the top of the email.
On the Highlights tab, details such as meeting name and time of the most recent transcribed Teams meeting are displayed in the Summarize a sales meeting button. Select the button to create a summary.
To select another meeting to summarize, select the down arrow to see up to five recently transcribed meetings. Select a meeting to create a summary.
Review the suggested content.
To generate a different suggestion, select More options, and then select Try again.
If required, change the meeting that is used to create the summary.
Select Add to email to paste the content in the email body.
Note
Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.
Edit the email content as required, and then send it.
Change the meeting used to create a summary (preview)
Important
This feature is currently available only for public preview and is subject to change.
You can choose from the recent recorded Teams meetings that you had with sales contacts on an email.
In the message at the bottom of the suggested content, select Change.
Under Select a meeting to summarize, select the meeting that you want to summarize in the generated content.
Tip
You can hover over a meeting and select
to open the meeting summary in Teams.
Select Create a new draft.
New content is generated based on the selected meeting.
Share feedback
If you have any feedback about the suggested content, you can share it by selecting the appropriate icon at the bottom of each suggestion. Your feedback is valuable, and we use it to improve the functionality.
Note
Ensure that you don't enter any personal information while sharing feedback.
At the bottom of the suggested content, select
or 
.After you select an icon, you'll get a Tell us more link.
Select the link to open the feedback form.
Enter your responses in the feedback form and then select Send.
Text moderation
Text moderation uses machine-assisted classification to help detect potentially inappropriate content and reject it when you use custom text to generated suggested content or refine the already generated suggested content. It conveys the likelihood of each category. The feature uses a trained model to identify possible abusive, derogatory, or discriminatory language. This includes slang, abbreviated words, offensive, and intentionally misspelled words.
If you enter text that contains undesired or inappropriate content (potential presence of language that may be considered sexually explicit, suggestive, adult, or offensive), the suggested content is not generated, and an error message is displayed.
How is suggested content generated?
Sales Copilot uses AI to generate suggested email content. Trained on a vast number of text samples from the Internet, Copilot generates new content that looks and sounds like it was written by a person.
Original content is generated every time, but it isn't always factual. In addition, the underlying technology uses AI that has been trained on a wide range of internet sources. Some suggestions may include questionable or inappropriate content. It's your responsibility to edit generated suggestions so that your reply is accurate and appropriate.
What data is collected to suggest email replies?
When you open the Sales Copilot pane while you're reading or replying to an email, the AI considers the following information to generate a response:
The contacts, subject, and body of the email
CRM data connected through Sales Copilot
The response category you selected or custom text you entered
If the email contact doesn't match a contact in the CRM, no CRM data is sent to the AI engine.