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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Draft email with copilot
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Draft email with copilot

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Posted on by CrmDvlpr 32
Hi
I am looking into following 2 features and confused if copilot usage requires additional pay as you go plan. 
 
- Draft emails with copilot
 
 
- copilot recommended email templates 
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2025/11/24/enhance-productivity-with-copilot-recommended-email-templates/
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    11manish Profile Picture
    11manish 823 on at
    For BOTH features:
    • Draft emails with Copilot
    • Copilot recommended email templates
    You do NOT need a Copilot Studio pay-as-you-go plan
    They are covered under Microsoft 365 Copilot / Dynamics 365 Copilot licensing
  • Suggested answer
    ManoVerse Profile Picture
    ManoVerse 1,221 Super User 2026 Season 1 on at
    Copilot is included with the Customer Service Enterprise license and does not require a separate Copilot add‑on. Customer Service Professional and Team Member licenses do not include Copilot and Copilot is not enabled automatically , an admin must explicitly turn it on in the Customer Service / Copilot Service admin center.
    Once Customer Service Enterprise is licensed and Copilot is enabled: Draft emails with Copilot is included , Copilot‑recommended email templates are included by default.
    Pay As You Go applies only if advanced intent‑based AI capabilities are enabled, not for basic email drafting or template recommendations.
  • Suggested answer
    Jimmy Passeti Profile Picture
    Jimmy Passeti 943 Most Valuable Professional on at
    Hey,
     
    Today, all Copilot features included in the Dynamics 365 product are covered by the Dynamics license.
     
    Regards,
    Jimmy Passeti | Microsoft MVP
    ✅ Please mark as Verified if this answered your question!
     
  • DS-21050755-0 Profile Picture
    DS-21050755-0 2 on at
    Hey,

    is there an official source that states that the E-Mail Drafting with Copilot is included in the Customer Service Enterprise License?

    Its very hard for me to verify that. I read through the licensing guide but its not listed in detail only "CoPilot Functions"

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