Views:

What's happening?

Users are unable to enable Copilot functionality in the rich text editor within Dynamics 365 Customer Service.

Reason:

The Copilot feature for contextual email drafting with AI was not enabled at the app level.

Resolution:

To enable Copilot in the rich text editor, follow these steps:

  1. In Power Apps, select the environment containing your solution.
  2. Navigate to Apps and select the Customer Service app where you want to enable the Copilot control.
  3. Click on Settings, then select Features.
  4. Switch the Contextual email drafting with AI toggle to Yes.
  5. Click Save.

Note: This setting is applied at the app level. It will not automatically enable Copilot for other apps. You must manually enable this feature for each app individually as needed.

For additional details, refer to the following documentation: - Enable Copilot to draft emails