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Generate summaries of emails, save to your CRM

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.

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 General availability
Users by admins, makers, or analysts Feb 26, 2024 Apr 2024

Business value

With Copilot for Service, agents don't have to read through long email conversations and threads and can get email summaries to quickly catch up on the conversations.

Feature details

  • Copilot for Service provides an email summary in Outlook capturing all the important information required for agents to understand the context of the case they're working on.
  • The generated summary can be saved to your connected CRM system. Agents can access the information in the CRM system as well.

Email summary

Geographic areas

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

  • United States

See also

Get key email information and draft replies (docs)