Manual email drafting can lead to delays, inconsistencies, and agent fatigue. The Copilot feature in the Dynamics 365 Customer Service workspace directly addresses this challenge. By analyzing the case context, Copilot instantly surfaces the most relevant pre-approved email templates. Agents can then select and personalize a professionally crafted response with a single click. This ensures that every customer receives a prompt, accurate, and polished reply, enhancing both operational efficiency and customer satisfaction.
In this blog, we’ll take a closer look at Copilot-recommended email templates, cover the key setup steps, demonstrate how they work on Case records, and clarify when the “Choose a different email template” option appears and why it sometimes doesn’t.
What Are Copilot Recommended Email Templates?
Copilot-recommended email templates leverage AI to assist agents by:
- Analysing the case context.
- Identify the most relevant existing email template.
- Automatically apply it while drafting the email
This helps agents respond faster while maintaining consistency and brand tone... Read More
