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Recommend Email Templates

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 view which email templates are available and best suited for a specific case.

What it does

The assistant uses AI to analyze the case context and returns a ranked list of email templates ordered by relevance. Each recommendation includes the template name and a relevance ranking so you can quickly identify the best fit.

This is the browsing step before applying a template. When you find the right template, you can ask the assistant to apply it to the case, which opens the compose form with the template content and merge fields filled in.

Try prompts like

  • "Recommend templates for this case"
  • "What email templates are available for case CAS-01010-A0A0A0?"
  • "Show me templates I can use to reply"
  • "Which templates fit this case?"
  • "Suggest email templates for this case"
  • "What templates should I use?"

What you see in chat

The assistant responds with a text message listing the recommended email templates, ranked by relevance to the current case. Each entry shows the template name and its ranking.

Helpful tips

  • You need to be in the context of a specific case for recommendations to work. Mention the case number or have an active case in the conversation.
  • Templates are ranked by AI based on the case details — the top result is usually the best fit.
  • After seeing the list, say "apply the first template" or reference the template by name to use it.
  • You can also filter recommendations by intent, such as "recommend templates for resolving this issue."

What happens next

After the template list appears, you can continue with prompts like:

  • "Apply the first template"
  • "Use the 'Case Resolution' template"
  • "Apply the apology template to this case"
  • "Create a new template instead"
  • "Draft an email without a template"

Does this change data?

No. Recommending templates doesn't change data.**

This returns a read-only list of suggestions. No email is created or sent until you apply a template and send the resulting email.

Prerequisites

This tool requires the following:

  • Email templates

Learn more in Manage Copilot features in Customer Service.

Tool summary

Property Value
User-facing name Recommend Email Templates
Internal tool name recommend_email_templates
Purpose Returns AI-recommended email reply templates ranked by relevance for a case

Tool behavior

Returns AI-recommended email reply templates ranked by relevance for a case. Requires a case context (incidentId). Use when the user asks to browse available templates, pick a template, or see template options before replying. Pair with apply_email_template to instantiate a chosen template.

Annotations

Annotation Value Meaning
readOnlyHint true This tool does not modify data.
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

Case context

Input Description Required
incidentId incidentId (the Dataverse case GUID, required). Yes

Intent filter

Input Description Required
intent intent (optional email intent hint to filter templates, e.g. resolve-problem, request-info). Omit to return all templates. No

Response and UI behavior

Response type

Text-only

No interactive component is rendered. The tool returns a ranked list of recommended templates with IDs, titles, and relevance scores. The user selects a template, then apply_email_template is called with the chosen template.

Routing notes

Use recommend_email_templates for:

  • "Show me templates", "what templates are available", "recommend a template"
  • Browsing template options before composing an email

Don't use recommend_email_templates when:

  • The user already knows which template to apply - use apply_email_template directly
  • The user wants AI-generated content (not template-based) - use generate_email_content
  • The user wants to compose directly with AI - use draft_email with aiComposeKeywords
Tool Relationship
apply_email_template Instantiates a chosen template and opens compose (called after selection)
draft_email Opens compose with AI-generated content (alternative to templates)
generate_email_content AI content generation for specific intents
create_email_template Creates a new template

Data mutation classification

Read-only.

This tool only retrieves and ranks templates. No data is modified.

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