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Enable Copilot to draft emails

  • Article

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Agents can draft emails faster with Copilot. Agents can draft emails in the Copilot side pane or inline from the rich text editor.

Prerequisites

Region availability

The draft an email feature is enabled by default in the Copilot help pane and rich text editor by default in the United States, India, Australia, and United Kingdom. For other regions, you must perform the steps in the following sections for Copilot to assist customer service representatives (service representatives or representatives) with composing emails.

Enable knowledge sources for Copilot to draft emails

By default, the option to use knowledge sources to draft emails is disabled. If you want Copilot to use knowledge articles or trusted websites to draft emails, you must enable knowledge sources for Copilot.

Enable draft an email in the rich text editor

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

For your service representatives to write an email inline in the rich text editor, do the following steps:

  1. In Power Apps, select the environment that contains your solution.
  2. In Apps, select the required app to enable the Copilot control in the rich text editor.
  3. Select Settings and then select Features.
  4. Switch the Contextual email drafting with AI toggle to Yes.
  5. Select Save.

Note

The Copilot control for rich text editors is available in version two only.

Enable write an email in the side pane

To enable your service representatives to write an email in the Copilot side pane, perform the following steps in Contact Center admin center or Customer Service admin center:

  1. Go to Copilot for questions and emails using one of following options:
    • Agent Experience > Productivity
    • Operations > Insights
  2. Select Manage in Copilot for questions and email. The Copilot for questions and email page appears.
  3. Switch the Write an email - Help pane toggle to On.
  4. Select Save.

Modify the fields used to draft emails in Copilot help pane

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

You can modify the source case fields that Copilot uses to draft emails and improve the context and accuracy of the results. You can also select a custom field that Copilot uses to generate responses. This feature is available in the Copilot help pane only.

Copilot uses the following out-of-the-box case fields to draft emails:

  • Case Title
  • Case Description
  • Customer Contact
  • Subject
  • Case Notes
  • Email Content

In Contact Center admin center or Customer Service admin center, go to Copilot for questions and emails and then select Manage data. The steps to modify the source fields that Copilot uses to draft emails are like the steps to modify the fields used to generate case summaries. Learn more in modify the fields used to generate case summaries.

Note

You can't modify the Case Notes and Email Content field values that Copilot uses to draft emails.

Next Step

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