Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 15, 2025 |
- | Oct 2025 |
Business value
Transform customer support communication with intelligent template recommendations that cut response times and eliminate administrative friction. By leveraging AI to precisely match contextual templates, support teams can dramatically reduce manual template searching, accelerate case resolution, and deliver more consistent, accurate customer communications.
Feature details
Copilot Email Assist now suggests relevant email templates, reducing the need for customer service representatives to search for templates manually. Copilot’s suggestions are based on email content, search context, and thread intent. Representatives can access these suggestions directly from the email editor.
This is a pay-as-you-go feature. Learn more in Pay-as-you-go plan.
Representatives can enter a custom prompt in the inline Email Assist card when replying to a customer.
Copilot matches the prompt with email templates stored in the application and selects the most appropriate one in the inline email form.
Representatives can see the name of the email template selected. They can also select a different email template, if required.
For representatives to use this feature, administrators must do the following:
- Enable the feature.
- Create email templates in the application, as Copilot can only recommend existing templates.