Auto-generated email replies in Viva Sales using CRM data
Important
This content is archived and is not being updated. For the latest documentation, go to the Microsoft Dynamics 365 documentation. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Feb 1, 2023 |
Mar 15, 2023 |
Business value
Viva Sales helps sellers become more productive by increasing the quality of their emails and reducing the time it takes to write them.
- Efficiency and productivity: An automated tool can save sellers time and effort by quickly generating responses to customer inquiries and allowing them to handle a high volume of interactions more efficiently.
- Personalization: The GPT technology can be used to generate suggested personalized responses based on the customer's inquiry, which can help to build stronger relationships and increase customer satisfaction.
- Improved communication: An automated tool can help sellers to communicate more effectively with customers by providing accurate and detailed information in a timely manner.
Feature details
Viva Sales will now generate suggested email content, leveraging GPT, for a variety of scenarios—for example, replying to an inquiry or creating a proposal—complete with data specifically relevant to the recipient, leveraging CRM data, such as pricing, promotions, and deadlines. By auto-suggesting customizable content, sellers can spend less time composing emails and searching for sales data from colleagues and databases.
Why is this important?
According to new research commissioned by Microsoft, managing email consumes over 66 percent of a seller’s day. This new AI-powered capability helps sellers recapture this valuable time, empowering them to focus on what matters most.