Connect a contact to your CRM
You'll get the most benefit from everything Copilot for Sales can do for you when your external contacts are available in your CRM system. In Copilot for Sales, we call this connecting a contact to your CRM. Contacts that are connected to your CRM are referred to as Saved contacts.
When you read an email from external contacts or compose an email to external contacts, and open the Copilot for Sales pane, Copilot for Sales searches your CRM for the contact's primary email address. The external contact is connected to a CRM contact based on one of the following conditions:
External email address matches only one CRM contact
External email address matches none of the CRM contacts
External email address matches multiple CRM contacts
Note
If you're using Dynamics 365 as your CRM, Copilot for Sales matches the email address of the external contact only with the EmailAddress1 field of the contact record in Dynamics 365 and not with EmailAddress2 or EmailAddress3 field. Ensure that email address is populated in the EmailAddress1 field to connect the external contact to the CRM contact. If the email address is populated in the EmailAddress2 or EmailAddress3 field, Copilot for Sales won't match the external contact with the CRM contact and considers it as an unsaved contact.
External email address matches only one CRM contact
If the address you entered in your email matches only one contact in the CRM, Copilot for Sales automatically connects them. The connected contacts are displayed in the Contacts card.
External email address matches none of the CRM contacts
If the email address you entered doesn't match any of the contacts in your CRM, create a contact in your CRM.
External email address matches multiple CRM contacts
If the email address you entered matches multiple contacts in the CRM, you must manually select and connect to the correct CRM contact. Copilot for Sales displays a message on the Highlights card about multiple matches of a contact.
In the Copilot for Sales pane, select the contact in the Contacts card, and then select Choose contact.
Select the contact you want to connect to.
If none of the matches are correct, select Create a new contact to create a contact.
If you've connected the external contact to an incorrect CRM contact by mistake, you can change the connected record.
Show saved contacts through quick CRM actions in email banners
When you read an email from external contacts, if all the contacts are saved in your CRM, the banner message at the top of the email includes a Show contacts quick CRM action that you can use to access the saved CRM contact details. When you select Show contacts, all the saved contacts are shown on the Contacts card in the Copilot for Sales pane.
Currently, banner messages that include quick CRM actions are available on up to two external emails per day. If you don't want these banners to appear, ask your administrator to disable them.
Note
This capability is being rolled out gradually. It's expected to be available to all users by the end of May 2024.
See also
Feedback
https://aka.ms/ContentUserFeedback.
Coming soon: Throughout 2024 we will be phasing out GitHub Issues as the feedback mechanism for content and replacing it with a new feedback system. For more information see:Submit and view feedback for