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Sensitivity labels help you classify and protect business data. When you send or receive emails in Dynamics 365 Customer Service or Dynamics 365 Contact Center, sensitivity labels make sure your communications follow your organization’s security and compliance policies. These labels help protect sensitive information, prevent accidental sharing, and ensure that attachments and replies remain consistent with organizational rules.
How sensitivity labels work in your emails
You can apply a sensitivity label to an email in the following ways:
- From the Inbox in Copilot Service workspace, select an email. In the preview pane, select the Sensitivity label dropdown in the Command bar to choose a label.
- From the email editor, when composing a new email or replying to an existing one. To choose a label, select the Sensitivity label dropdown in the command bar.
For an incoming email, the sensitivity label applied by the sender is displayed in the email header.
When you compose or respond to emails, the following actions apply:
- If you apply labels such as Do Not Forward or Do Not Reply to an email, the corresponding actions are automatically restricted for email recipients within the organization.
- When you reply to or forward an email that has a sensitivity label, the system automatically applies the same label to your email. You can’t change the current label to a less restrictive label. For example, if the original email is labeled Confidential, you can’t change it to General.
- Your organization can have a default sensitivity label configured. The default label is automatically applied when you start composing a new email in the email editor.
- Based on your organization's configurations, you can't send or save an email until you apply the required sensitivity label.
- When you add an attachment to an email, the attachment retains its existing sensitivity label. If there's a conflict between the attachment and email labels, the email displays a message indicating which label takes precedence. Displaying this message helps ensure that the entire message is classified consistently.
Work with encrypted emails
Some sensitivity labels apply encryption to emails, which means only authorized recipients can read them.
When a customer sends an encrypted email, users can see that the email exists in the case timeline. The encrypted message content isn't displayed in the application.
To view the message, users are redirected to Outlook on the web, where the email can be decrypted and opened securely.
Note
Encrypted email content isn't decrypted or stored in Dataverse.
Encrypted emails:
- Appear in the timeline
- Must be viewed through Outlook on the web
Encrypted emails aren’t supported for the following features:
- Case summaries
- Case enrichment
- Intent detection
- Other AI-driven workflows
Note
Copilot features that rely on email content for AI-generated insights aren't available for encrypted email content unless the content is decrypted outside the application.