Generate Email Content (Copilot)

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 the assistant to draft an email subject and body using AI, tailored to a specific intent and grounded in case context.

What it does

The assistant uses Dynamics 365 Copilot to generate email content for a case based on a specific intent you choose. Available intents include:

• Suggest a call — proposes a phone call with the customer to discuss the issue
• Request information — asks the customer to provide more details
• Empathize — acknowledges the customer's frustration and shows understanding
• Product details — provides information about a product or feature relevant to the case
• Resolve problem — outlines the resolution steps or solution

The generated content can optionally be grounded in knowledge articles, so the email includes relevant product or process information with cited sources.

Try prompts like

• "Generate an empathetic reply for this case"
• "Draft an email requesting more information from the customer"
• "Write a resolution email for case CAS-01010-A0A0A0"
• "Generate a response suggesting a call with the customer"
• "Create a product details email for this case"
• "Draft an email with knowledge article references for this case"

What you see in chat

The assistant responds with a text message containing the generated email subject and body. If knowledge grounding was used, the response includes references to the knowledge articles that informed the content.

Helpful tips

• Choose the intent that best matches your goal. "Resolve problem" and "product details" automatically include knowledge article references when available.
• You can pass the generated content into a compose form by following up with "draft an email with that content" or "send that."
• Use "request info" when you need the customer to provide details before you can proceed.
• The AI uses the case context (title, description, timeline) to make the email relevant — you don't need to repeat case details in your prompt.
• Add "use knowledge" or "include knowledge articles" in your prompt to ground the email in your organization's knowledge base.

What happens next

After the generated content appears, you can continue with prompts like:

• "Draft an email with that content"
• "Send that email to the customer"
• "Regenerate with a different intent"
• "Apply a template instead"
• "Edit the subject line"

Does this change data?

No. Generating email content doesn't change data.

The generated text is a draft shown in chat. No email is created or sent until you use a follow-up action like drafting or sending the email.

Prerequisites

This tool requires the following:

• Copilot email features are enabled.

Learn more in Manage Copilot features in Customer Service.

Tool summary

Property	Value
User-facing name	Generate Email Content (Copilot)
Internal tool name	generate_email_content
Purpose	Generates email subject and body using Dynamics 365 Copilot with a specific intent

Tool behavior

Generates email subject and body using Dynamics 365 Copilot with a specific intent. Supports five intent types: suggest-call, request-info, empathize, product-details, and resolve-problem. Optionally grounds the generated content in knowledge articles when useKnowledge is enabled, returning cited sources in the response for downstream use by draft_email.

Annotations

Annotation	Value	Meaning
readOnlyHint	true	This tool does not modify data - it only generates content.
destructiveHint	Not set	Not applicable (read-only tool).
idempotentHint	Not set	Not applicable (read-only tool).
openWorldHint	Not set	Uses default (queries Dataverse).

Input concepts

Record context

Input	Description	Required
entityId, entityType	entityId (record GUID for context, required), entityType (entity logical name).	Yes

Intent

Input	Description	Required
intent, suggest-call, request-info, empathize, product-details, resolve-problem	intent (required - one of: suggest-call, request-info, empathize, product-details, resolve-problem). Determines the tone and structure of the generated content.	Yes

Customization

Input	Description	Required
keywords	keywords (optional keywords to guide generation).	No

Knowledge grounding

Input	Description	Required
useKnowledge, knowledgeSources	useKnowledge (when true, grounds the generated email in knowledge articles and returns citations as knowledgeSources). Note: always enabled for resolve-problem and product-details intents regardless of this flag.	No

Response and UI behavior

Response type

Text-only

No interactive component is rendered. The tool returns generated subject, body, and optionally knowledge source citations. The output is typically passed to draft_email to open the compose widget with the generated content.

Routing notes

Use generate_email_content for:

• AI-generated email content for a specific intent category
• Knowledge-grounded email generation
• Generating content before opening compose with draft_email

Don't use generate_email_content when:

• The user wants to compose an email directly (AI compose is built into draft_email via aiComposeKeywords) - use draft_email
• The user wants to use a template - use recommend_email_templates then apply_email_template

Related tools

Tool	Relationship
draft_email	Opens compose with the generated content (downstream consumer)
recommend_email_templates	Template-based alternative to AI generation
apply_email_template	Applies a specific template to a case

Data mutation classification

Read-only.

This tool only generates content. No data is modified in Dataverse.