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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Apr 15, 2025 |
Oct 31, 2025 |
Business value
Transform customer support communication with intelligent template recommendations that reduce response times and remove administrative friction. By using AI to precisely match contextual templates, support teams can greatly reduce manual template searching time, speed up case resolution, and deliver more consistent, accurate customer communications.
Feature details
Copilot email assist now suggests relevant email templates so that service representatives don't need to manually search for templates. Copilot bases its suggestions on the email content, search context, and thread intent. Representatives can access these suggestions directly from the email editor.
This feature uses a pay-as-you-go pricing model if coupled with intent capabilities. For personal copilots, this feature is not charged. Learn more in Pay-as-you-go plan.
Representatives can enter a custom prompt in the inline email assist card when they reply to a customer.
Copilot matches the prompt with email templates stored in the application. It selects the most appropriate template in the inline email form.
Representatives see the name of the selected email template. They can select a different email template if they want.
For representatives to use this feature, administrators must do the following:
- Turn on the feature.
- Create email templates in the application, because Copilot can recommend existing templates only.
Fallback behavior: If no email template is identified, then the email draft is created using existing inline email assist capabilties.
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.