Email Copilot in Dynamics 365

An internal Microsoft benchmark study (Oct 2023) identified four key problem areas: AI-generated emails were often too long, agents were confused about copy-button availability, personalisation controls were lacking, and switching tabs to verify customer info added time and complexity. Agents needed a solution to respond promptly, add a personalised touch, and leverage AI to streamline workflows.The project had two focus areas — Sidecar (a right-side AI panel running alongside email compose) and Inline (Copilot embedded directly inside the email text area via a 'Draft with Copilot' toolbar button). Both areas were designed for full feature parity. The Sidecar experience evolved from single-turn to multi-turn conversational AI, preserving context across turns. The Inline experience introduced a 'Draft with Copilot' button as the leftmost toolbar item, with intent chips, filters, and response actions. A KB Toggle feature (shipped Sep 2025) lets agents restrict Copilot to trusted knowledge-base sources only, reducing hallucination risk.