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Use Copilot to draft emails

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Important

This content is archived and is not being updated. For the latest documentation, go to the Dynamics 365 Contact Center documentation. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for Public preview General availability
Users by admins, makers, or analysts Jul 16, 2024 Jul 16, 2024

Business value

Agents can accelerate their productivity by using Copilot to draft emails to customers.

Feature details

Copilot in Dynamics 365 Contact Center helps agents draft emails to send to customers by using email context from their CRM instance. Agents can use Copilot to:

  • Draft email responses to customer issues and questions using Copilot in the Dynamics 365 Contact Center embedded and standalone apps.
  • Use organizational knowledge from the CRM instance, and add details about the case related to the email with the email thread.
  • Copy email responses from Copilot and paste them directly into responses to customers, with the option to review and edit them before sending the email.
  • Provide thumbs-up or thumbs-down feedback to Copilot-drafted emails, or provide verbatim feedback regarding the email quality to help improve Copilot responses.
  • Use the out-of-the-box connectivity to Salesforce and ServiceNow systems to retrieve knowledge and then prepare emails.
  • Use the context retention feature to switch among sessions and pick up the email draft where they'd paused at.

Geographic areas

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

  • Germany
  • Norway
  • Singapore
  • South Africa
  • Switzerland
  • United Arab Emirates
  • US GCC
  • US GCC High
  • Sweden
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • Brazil
  • Canada
  • India
  • Japan
  • France
  • Korea

See also

Write an email with Copilot (docs)