What's happening?
Users experience issues with Dynamics 365 Customer Service Copilot when drafting internal emails or responses. Specifically, Copilot does not correctly understand the context of internal inquiries or escalations, resulting in responses that do not align with the intended internal communication.
Reason:
Copilot for Dynamics 365 Customer Service is primarily designed to generate responses targeted at customers rather than internal communications.
Resolution:
Copilot in Dynamics 365 Customer Service Copilot is primarily intended for customer-facing responses. When using Copilot to draft internal emails or escalations, agents must manually adjust the tone and content of the generated drafts to ensure they align with internal communication requirements.