Draft email replies with a click using Copilot
Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
May 20, 2023 |
- |
Oct 20, 2023 |
Business value
Copilot in Customer Service, powered by generative AI, transforms customer service. With Copilot, customer service agents can craft personalized, contextual email replies with just a click. Customer service agents can choose from predefined response prompts or even provide custom prompts for complex customer emails. With a click, Copilot crafts relevant and contextual replies tailored to each customer's needs. That means customer service agents can provide unparalleled email support and leave customers feeling heard and valued. They can say goodbye to the minutes spent searching, drafting replies, and generic, impersonal template responses. With Copilot, agents can save time and deliver world-class customer service.
Feature details
Deliver better email service in less time. In seconds, Copilot can draft contextual customer service emails that would take several minutes if written from scratch. The more complex and contextual your email, the bigger your time savings.
Draft replies with a click.
Select from predefined prompts and you'll have an email. For complex situations, you can even provide your own custom prompt.
Use your company's knowledge.
Copilot uses the context of your email conversation, case notes, and knowledge articles to produce personalized, contextual emails. It’s never been easier to solve your customer’s issues. You can even use web results.
You are in control.
You can fine-tune and edit the suggested email reply before you send it to the customer.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- Switzerland
- United Arab Emirates
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan
- France