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Let agents use Copilot when drafting emails to customers

Important

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

Enabled for Public preview General availability
Users by admins, makers, or analysts - Jul 1, 2024

Business value

With Copilot helping agents to draft emails, agents can spend less time authoring and more time helping customers solve complex issues. By providing the best possible content, Copilot for Service will help agents increase productivity.

Feature details

Copilot for Service assists customers in composing or responding to emails by using the context of customer records and related actions like cases and emails. By offering optimized content suggestions, Copilot for Service aims to elevate agent productivity.

The following functionality is available when this feature is deployed in Salesforce or ServiceNow:

  • Agents have the option to select from the example queries provided by Copilot.
  • Agents can choose whether to use knowledge articles to generate the email draft.
  • Agents can start a new query, and Copilot will create an email draft for them.
  • Agents can copy the email draft created by Copilot and paste it into the body of the email.
  • Agents can edit a Copilot draft before copying it into the body of the email.
  • Agents can adjust the tone of the email content as needed.

Admins must enable this feature for their agents to use it.

Geographic areas

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

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

See also

Enable Copilot to draft emails (docs)