Copilot is an AI-powered assistant built into the Dynamics 365 Customer Service workspace, designed to help agents respond quickly and more effectively during customer interactions.
One of its key capabilities, the Draft a Chat Response feature, allows agents to automatically generate suggested replies during live chat conversations.
Rather than typing out each message manually, agents can simply click a button to have Copilot suggest a response based on the conversation's context and the latest customer input. Agents can then review the draft, make any necessary adjustments, and send it.
This process ensures replies are accurate, professional, and aligned with the organization’s tone—allowing agents to respond faster, maintain quality communication, and focus more on customer satisfaction instead of crafting messages from scratch.
Prerequisites
- Admin access is needed to enable Copilot features in Dynamics 365.
- Before you can use the Suggest the response feature, make sure the Ask a question feature is enabled. After that, only you’ll be able to use the Suggest a response (preview) feature.
How to Enable the Feature
- Go to the app switcher in Dynamics 365 and open the Copilot Service admin center (formerly known as the Customer Service admin center).
