Apply Email Template

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want to apply an existing email template to a case and review the result before sending.

What it does

The assistant takes an email template and applies it to a specific case, automatically filling in any merge fields (such as the customer name, case number, or account details) from the case record. The result opens in an email compose form inside chat so you can review, edit, and send the message.

You can specify the template by name or pick one from a list of recommendations. If you aren't sure which template to use, ask the assistant to recommend templates first.

Try prompts like

• "Apply the case closure template to this case"
• "Use the apology template for case CAS-01010-A0A0A0"
• "Apply the follow-up template"
• "Use the resolution template on this case"
• "Apply the next steps template to my current case"
• "Use template 'Thank You for Contacting Us' on this case"

What you'll see in chat

The assistant displays an email compose form as an app-in-chat component. The form shows the template content with merge fields already filled in from the case data.

Helpful tips

• Ask the assistant to recommend templates first if you don't know the exact template name. Say "recommend templates for this case" to see your options.
• The template's merge fields (like customer name or case number) are resolved automatically from the case record.
• You can edit the email freely after the template is applied — the compose form is fully editable.
• Pair this with "recommend email templates" to browse available templates before choosing one.

What happens next

After the compose form appears, you can continue with prompts like:

• "Send this email"
• "Add a CC recipient"
• "Change the subject line"
• "Try a different template instead"

Does this change data?

No. Applying a template doesn't change data.

The compose form is a preview. No email is sent until you explicitly send it. Sending the email from the compose form creates a new email activity on the case.

What you can do from the app-in-chat component

From the email compose form in chat, you can:

• Review the pre-filled subject and body
• Edit the email content before sending
• Add or change recipients (To, CC, BCC)
• Send the email when you're ready

Prerequisites

This tool requires:

• Email templates configured in Dynamics 365 Customer Service

Learn more in Configure email.

Tool summary

Property	Value
User-facing name	Apply Email Template
Internal tool name	apply_email_template
Purpose	Applies an email template to a case and opens the email compose experience for review

The tool can:

• Pass templateSubject as a template title or free-text keyword
• Use customerIntent with the recommendation API
• Resolve merge fields automatically
• Open the email compose experience for review before the email is sent

Tool behavior

The tool applies a configured email template to a case and opens the email compose experience. The compose experience displays the selected template content, resolves merge fields automatically, and lets the user review the generated email before sending.

The tool doesn't automatically send email messages.

Annotations

Annotation	Value	Meaning
readOnlyHint	true	Microsoft 365 Copilot skips the confirmation prompt. The tool opens the compose experience for review only.
destructiveHint	Not set	Not applicable because the tool opens a compose form.
idempotentHint	Not set	Not applicable because each invocation opens a compose session.
openWorldHint	Not set	Uses default behavior and queries Dataverse.

Input concepts

Case context

Input	Description	Required
incidentId	Dataverse case GUID	Yes

Template selection

Input	Description	Required
templateSubject	Template title or free-text keyword	Yes
customerIntent	Customer intent used by the recommendation API	No
templateId	Template GUID for traceability	No

Response and UI behavior

The tool renders the email compose form with the template content applied.

This MCP tool is supported by an MCP app.

Response type

Interactive component (app-in-chat)

The compose widget opens with:

• Template body applied
• Merge fields resolved
• Email ready for review and editing before sending

Routing notes

Use apply_email_template when the user wants to:

• Apply a specific template
• Apply a recommended template
• Apply a known template by name

Don't use apply_email_template when the user wants to:

• Browse templates first; use recommend_email_templates
• Generate AI-authored content; use draft_email
• Compose from scratch; use draft_email

Related tools

Tool	Relationship
recommend_email_templates	Returns ranked templates for the case before a template is applied
draft_email	Opens the compose experience with AI-generated content
generate_email_content	Generates AI content for specific intents

Data mutation classification

The tool opens the email compose experience for review and is marked with readOnlyHint: true. Users can modify, save, or send the generated email from the compose experience.

Applying the template doesn't modify data until the user saves or sends the email.