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Applies to: Dynamics 365 Customer Service only
[This article is prerelease documentation and is subject to change.]
Use email resolution to analyze incoming customer emails and respond directly from the email channel without creating a case.
Email resolution is a feature that applies Case Management Agent capabilities to analyze customer intent and draft responses.
When a customer sends an email, email resolution performs the following actions:
- Identifies the customer’s intent based on the email content.
- Generates an email to request more information or drafts a suggested or final resolution.
- Sends the response autonomously.
- If the issue can't be resolved, creates a case for a customer service representative to work on and associates the email with the case.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
Prerequisites
- Data movement is set up for your environment in Power Platform admin center. Learn more in Move data across regions for Copilots and generative AI features.
- The Power Platform pay-as-you-go plan requires an Azure subscription for the system to charge when the agent runs. Make sure consumption-based billing is set up.
- Configure Customer Intent Agent.
- The guided setup for autonomous email resolution is completed. Learn more in Configure Case Management Agent.
- To configure the fully autonomous email resolution flow, create the application user and set up the shared mailbox.
Enable email resolution
Complete the following steps:
- In Copilot Service admin center, select Email settings.
- On the Email settings page, select Manage next to Email resolution (preview). The Email Resolution (preview) page appears.
- Set the Turn on email resolution toggle to On.
- In Select the application user for email management, select the user you want to reply to emails and create a case autonomously if needed from the Application user dropdown.
- In the LOB (lines of business) deployment settings section, select the checkbox next to a category for which you want to edit the deployment settings. The Configure LOB (lines of business) deployment settings pane appears, where you can edit the settings for the following features:
- LOB (lines of business)
- Deployment status
- If you want to use the Copilot-recommended template, select the Use Copilot-recommended template for drafting emails check box, and then select the default template you want to use from the dropdown menu.
Note
To use this setting, email template recommendations must be enabled.
- In Language settings, select the single language to use for all emails from the dropdown menu.
- Save your changes.
Runtime behavior
After you configure email resolution, the following actions occur:
- Email resolution uses Customer Intent Agent to identify the intent from an incoming customer email.
- Email resolution uses case resolution capabilities and available knowledge to generate a response.
- Based on your configuration, email resolution sends responses autonomously.
- If the issue isn't resolved, email resolution creates a case for a service representative to address.