Draft emails and replies using generative AI
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
In seconds, agent-facing copilots can draft contextual customer service emails that would take several minutes if drafting from scratch. The more complex and contextual the email, the bigger the time savings.
Feature details
- Agents can select from the predefined prompts to draft emails.
- Agents can provide their own custom prompt.
- Copilot uses the context of the email conversation and case details to produce personalized, contextual email drafts.
Geographic areas
This feature will be released into the following Microsoft Azure geographic area:
- United States