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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | - | 
Apr 19, 2024 |
Business value
Customer service agents can now draft contextual service emails that match their email editing experience. This capability gives agents a richer and more convenient email authoring experience. Agents can use Copilot to draft responses with one click. They can also refine existing drafts from the email editor without using the side pane. Whether agents use the inline experience or the side pane, drafting emails with Copilot is now a multiturn experience.
Feature details
Copilot in Dynamics 365 Customer Service helps customer service representatives write contextual emails with one click. The email experience with Copilot is now available in the email editor, along with the existing email drafting experience. Agents can use Copilot in the email editor or side panel to draft emails and refine and improve content they already wrote through a multiround experience.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Write an email with Copilot (docs)