Microsoft has introduced a new Copilot-powered capability designed to refine how customer service teams create and send emails in Dynamics 365. The update aims to streamline communication workflows and elevate overall productivity. More details highlight how AI is reshaping everyday support tasks.

Here’s what you need to know:

Why this helps
Copilot looks at your email content, context, and intent, then suggests the best template so you can respond quickly and confidently.
Got a specific prompt in mind?
Just type it into Inline Email Assist. Copilot will find the right template and even draft a contextualised email for you.
Smart recommendations, right where you work
As you compose your message, Copilot suggests the best-fit templates based on the case details—no extra clicks needed.
Other capabilities
If no template suits the situation, Copilot can create a draft from scratch, pull in relevant knowledge base content, and use template tagging to ensure responses are tailored. You still get full control to review and edit before sending.

See how much more you can achieve with Dynamics 365. Explore Customer Relationship Management and reach out to us today!