Rewrite a note with a structured template

Applies to: Dynamics 365 Customer Service

Note

• 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 to create a professionally formatted timeline note by applying one of your organization's structured templates with Copilot.

What it does

The assistant helps you create a structured note on any timeline-bearing record (case, contact, account, etc.) by rewriting your free-form draft using an organization-defined template. The process works in phases: the assistant lists available templates, rewrites your draft with the selected template, lets you review and edit, and then saves the final note to the record's timeline.

This is ideal when your organization has standardized note formats and you want to ensure consistency across case notes, contact notes, or account records.

Try prompts like

• Add a structured note to this case.
• Rewrite this note with a template.
• Structure my note using a template for case CAS-01010-A0A0A0.
• Apply a template to my case note.
• Create a structured note on this contact.
• Use a Copilot template to reformat my note.

What you'll see in chat

The assistant displays an interactive structured note editor as an app-in-chat component. You can browse available templates, preview how your note looks after rewriting, make edits, and save the final version.

Helpful tips

• Your organization's administrator configures which templates are available. If no templates appear, contact your admin.
• You can choose a tone (formal, casual, or neutral) to match the context of your note.
• Review and edit the rewritten note before saving—the AI applies the template structure, but you control the final content.
• This works on any record with a timeline, not just cases. Try it on contacts, accounts, or opportunities.
• For quick, unstructured notes without a template, use the plain "add a note" capability instead.

Tip

If you want to format notes without using a template, try "structure my notes" instead—it organizes text into sections without requiring an organization template.

What happens next

After saving the structured note, you can continue with prompts like:

• Summarize this case.
• What should I do next on this case?
• Close this case.
• Show the timeline for this case.

Does this change data?

The initial step is read-only, but saving the note changes data.

Browsing templates and previewing the rewrite doesn't change any records. When you save the final note, it creates an annotation record on the entity's timeline in Dynamics 365.

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

From the structured note editor, you can:

• Browse active structured templates available in your organization.
• Preview the AI-rewritten note with the selected template applied.
• Edit the rewritten content before saving.
• Select the tone for the rewrite (formal, casual, or neutral).
• Save the final note to the record's timeline.
• Provide feedback on the rewrite quality using thumbs-up or thumbs-down.
• Copy the structured note to your clipboard.

Prerequisites

This tool requires the following:

• Copilot features to be enabled.

Learn more in Manage Copilot features in Customer Service.

Tool summary

Property	Value
User-facing name	Rewrite a note with a structured template
Internal tool name	rewrite_structured_content
Purpose	Creates a structured timeline note by rewriting a free-form draft with a Copilot structuring template

Tool behavior

Creates a structured timeline note by rewriting a free-form draft with a Copilot structuring template. Operates in four phases: listing available templates, rewriting the draft with a selected template, committing the final note as a Dataverse annotation, and recording feedback. Supports cases, contacts, accounts, and any timeline-bearing entity.

Annotations

Annotation	Value	Meaning
readOnlyHint	true	The DA-initiated phase (list templates) is read-only. Write phases (rewrite, commit, feedback) are widget-initiated and bypass the M365 confirmation card.
destructiveHint	Not set	Not applicable.
idempotentHint	Not set	Not applicable.
openWorldHint	Not set	Uses default.

Input concepts

Record identifier

Input	Description	Required
recordId	recordId (required). GUID of the timeline-owning record (incident, contact, account, etc.).	Yes

Entity type

Input	Description	Required
entityLogicalName	entityLogicalName (required). Dataverse logical name of the owning entity (for example, incident, contact, account).	Yes

Phase control

Input	Description	Required
intent	intent (required). Sub-operation: list-then-rewrite (list templates), rewrite (apply template), commit (save note), or feedback (record rating).	Yes

Draft content

Input	Description	Required
sourceContent, rewrite	sourceContent (optional, required for rewrite). Free-form draft note to rewrite, max 4000 characters.	Varies

Template selection

Input	Description	Required
templateId	templateId (optional). Template ID from the Phase 1 results. Required for rewrite unless structuringPrompt is supplied.	Varies

Final content

Input	Description	Required
structuredContent, commit	structuredContent (optional, required for commit). The structured note to persist as an annotation.	Varies

Rating feedback

Input	Description	Required
requestId, rating, feedback	requestId and rating (required for feedback). Correlation ID and thumbs-up/down rating.	Yes

Tone and locale

Input	Description	Required
tone, formal, locale, en-US	tone (optional, defaults to formal) and locale (optional, defaults to en-US). Control rewrite style.	No

Response and UI behavior

This MCP tool is supported by an MCP app.

Response type

Interactive component (app-in-chat)

The widget renders a multi-phase structured note editor. Phase 1 lists available templates. Phase 2 shows the rewritten note with an editable preview. Phase 3 commits the note. Phase 4 captures feedback.

Routing notes

Use rewrite_structured_content when:

• The user asks to "add a structured note", "rewrite with a template", or "apply a template".
• The user wants a Copilot-powered template-based note on any timeline-bearing entity.

Don't use rewrite_structured_content when:

• The user wants to save a plain note—route to create_note.
• The user wants to format notes without a template—route to format_case_note.
• The user wants to create a generic activity—route to create_activity.

Related tools

Tool	Relationship
create_note	Creates a plain note on the timeline. Use rewrite_structured_content for template-based structured notes
format_case_note	Formats raw notes into sections without a template. Less formal than rewrite_structured_content
create_activity	Creates a generic timeline activity. Different from a structured note annotation
summarize_entity_timeline	Summarizes existing timeline activity. Can provide context for drafting a new structured note

Data mutation classification

Read-only entry point with widget-driven mutation.

The DA-initiated phase (list-then-rewrite) is read-only—it lists templates and probes cross-geo policy. The widget-initiated phases (rewrite, commit, feedback) can modify data: commit creates an annotation record on the entity's timeline, and feedback emits a telemetry event. These write phases are invoked by the widget, not by the orchestrator directly.