Enhance productivity with Copilot-recommended email templates

On Nov 27, 2025

In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for every interaction helping agents respond faster with consistency to maintain brand trust.

What are Copilot-powered email template recommendations?

Copilot-powered email template recommendations is an AI-powered feature in Dynamics 365 Customer Service that transforms the way customer service representatives (CSRs) draft emails. Instead of manually searching through a library of templates, Copilot intelligently suggests the most relevant template based on email content, context, and thread intent. This capability ensures faster responses, improved accuracy, and consistent communication across customer interactions.

The feature works seamlessly within the email editor. Representatives can either:

Use inline prompts in the Email Assist card.

Let Copilot automatically match the prompt with stored templates and insert the most appropriate one.

If no suitable template is found, Copilot falls back to its standard drafting capabilities, ensuring uninterrupted workflow.

Real-world impact

The introduction of Copilot-powered email template recommendations significantly reduces administrative friction and accelerates case resolution. Here’s how it impacts organizations:

Time savings: CSRs no longer waste time searching for templates manually. Copilot’s contextual recommendations cut down response times dramatically.

Consistency: By leveraging preapproved templates, businesses maintain brand tone and compliance across all customer communications.

Improved customer experience: Faster, accurate responses lead to higher customer satisfaction and loyalty.

Operational efficiency: Integration with Line of Business (LOB) rules ensures that templates align with specific product lines or service categories, making responses more relevant

Key features and capabilities

Custom prompt support: Representatives can enter custom prompts in the Inline Email Assist, and Copilot matches these prompts with templates and generates contextualized drafts.

Representatives see the name of the selected email template. They can select a different email template if they want.

Copilot template recommendations: Copilot analyzes email content, case details, and intent to suggest the best-fit template. Recommendations appear directly in the email editor for quick access.

Fallback drafting: If no template matches, Copilot creates a draft using its generative capabilities.

Integration with knowledge sources: Optional toggle to include knowledge base content for richer responses.

LOB-based template selection: Tag templates to specific business lines, ensuring relevance for specialized cases.

Visual Indicators: Copilot-generated content is clearly marked, allowing agents to review and edit before sending.

Learn more

To learn more, read the documentation: Use Copilot-powered email template recommendations | Microsoft Learn

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