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Write an email with Copilot

When you draft customer emails, Copilot can offer suggestions to make them clear, concise, and compelling.

Always review the response Copilot generates before you send the email to the customer.

Prerequisites

  • Your administrator has enabled this feature.
  • You have the required permissions to use Copilot.

When you sign in to a non-Microsoft CRM, you can access the feature as follows:

  • Open an email that's linked to a case in your CRM.
  • Launch the embedded experience and then login to your Dynamics account.
  • In the Copilot help pane that appears, select Write an email.

Use Copilot to draft an email

You can use the predefined prompts to generate email drafts in the Write an email tab of the Copilot help pane:

  • Suggest a call: Drafts a reply that suggests a call with the customer the same day or the next day.
  • Request more information: Drafts a reply that requests more details from the customer to help resolve the problem.
  • Empathize with feedback: Drafts a reply that provides an empathetic response to a customer who expresses a complaint.
  • Provide product/service details: Drafts a reply that offers details or answers customer questions about a particular product or service.
  • Resolve customer's problem: Drafts a reply that provides a resolution—and resolution steps, if applicable—to the customer's problem.
  • Custom: Allows you to provide your own prompt for the reply.

Note

  • If the knowledge base isn't enabled, you will see the Suggest a call, Request more information, Empathize with feedback, and Custom prompts only.

Review suggested replies

When you select one of the predefined prompts, Copilot generates a suggested reply that's displayed on the UI incrementally. You can also see the inline citations that show the knowledge base from which Copilot drew the response. When you hover over the citation, you can see an inline link to the source. You can select Stop Responding to stop Copilot from generating the email draft. The application displays the prompts for you to start over.

You can select the Adjust with Copilot icon to change the length and tone of the response in the English language. Do the following:

Length: Select Short, Medium, or Long to condense or expand on your text.
Tone: Select Friendly, Professional, or Formal to adjust the tone of your text.

How Copilot uses knowledge base and web sources

If your administrator enabled internal knowledge sources, the following actions occur:

  • Copilot uses internal knowledge base sources and searches the internal knowledge base.
  • The application displays the knowledge sources used to generate the draft when you select Check sources.
  • When you use a custom prompt to further refine the response, the application displays the Use knowledge base toggle that's set to On. You can switch the toggle to Off to disable knowledge base sources.

Use the responses

To use the draft that Copilot generates, do the following actions: - Select Edit to further refine the response. - Select Translate to translate the response to another language. - Select Copy to copy the response and then paste it in the email body.

Start over

To return to the prompts, select Start over at the bottom of the Copilot pane.

Translate responses

If translation is enabled, you can select Translate and then select your preferred language to translate the response to that language. You can also select Show original to translate the response back to the original language.