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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 10, 2025 |
- | Oct 2025 |
Business value
Case Management Agent saves customer service representatives time by automating case details during live chats and from incoming emails. It reduces conversation wrap-up time. By sending follow-up emails and resolving cases automatically, the agent improves service representative efficiency and satisfaction by eliminating manual administrative tasks. The agent also identifies experts automatically and prompts customer service representatives to collaborate with them directly through Teams chat. It provides a seamless experience by automatically summarizing the case context. Collaboration summaries integrate into the application, enhancing the knowledge base and minimizing the need for future collaborations.
Feature details
When a customer service representative accepts a live chat, the Case Management Agent automatically creates a case and fills in the required information. As the conversation continues, representatives can use the agent to update case fields in real time. When the conversation ends, the agent automatically updates the case fields.
Similarly, when automatic record creation (ARC) rules convert an email into a case, the system automatically extracts the required information from the email. The case stays up to date as the customer sends new emails.
Email classification uses AI to categorize incoming emails into predefined categories. With this classification, you can automate support workflows. For example, you can skip case creation for "thank you" emails or marketing spam emails, and create cases only for relevant inquiries. This classification helps optimize support processes, improve productivity, and reduce operational costs.
The Case Management Agent gives you intelligent collaboration prompts with one click. It automatically finds the right experts and creates a concise case summary to help collaborators get up to speed quickly. The case timeline captures collaboration insights, which streamlines future processes.
The agent also tracks cases that need attention. It sends follow-up emails based on SLA criteria. When a customer responds, the agent resolves the case or alerts the service representative. These capabilities boost the efficiency of case creation and closure. They reduce case handling time.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Set up Case Management Agent to create and update cases (docs)