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Draft emails using Copilot in email editor

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Important

This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for Public preview Early access General availability
Users, automatically - - Apr 19, 2024

Business value

Customer service agents can now draft contextual service emails in line with their email editing experience, delivering a richer and more convenient email authoring experience. Agents can use Copilot to draft responses with a single click and refine their existing drafts from the email editor without having to use the side pane experience. Whether agents are using the inline experience or side pane, drafting emails with Copilot is now a multi-turn experience.

Feature details

Copilot in Dynamics 365 Customer Service helps customer service representatives write contextual emails with a single click. The Copilot email experience is now also available in the email editor, in line with the existing email drafting experience. Agents can now use Copilot in the email editor or side panel to draft emails, refine, and improve the content they've already written with a multi-turn experience.

Inline email authoring with Copilot.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

  • Germany
  • Norway
  • Singapore
  • South Africa
  • Switzerland
  • United Arab Emirates
  • US GCC
  • US GCC High
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • Brazil
  • Canada
  • India
  • Japan
  • France
  • Korea

See also

Write an email with Copilot (docs)