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CoPilot Summary and "create reminder email" in Collections Coordinator not available to all users

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Posted on by Vilde

Hi,

We have an interesting issue where part of our team(some of them now with identical roles) can see the copilot summary with the option to "create reminder email" and then part of our team can not see it within the Collection coordinator workspace when clicking into the customer detail view from customer name.
I've checked e-mail set up on all users, any language, views etc and can't find the issue. All have the CoPilot for Finance Preview licenses(not sure it should matter) and all can see CoPilot summaries in other areas of the system and they definitely have access to the workspace, they just don't see the summary and button to generate a draft email.

Has anyone else encountered this? Help!

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Dynamics 365 Finance

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André Arnaud de Cal... 303,730 Super User 2026 Season 1 on at

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Hi Vilde,

Can you share a screenshot to illustrate your issue? Can you tell if the users have identical or exactly the same roles assigned for whom it is working and not?

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Sohaib Cheema 49,677 Super User 2026 Season 1 on at

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Does the customer have a balance due for which you are expecting the button to be visible?

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Vilde 16 on at

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@Sohaib Cheema - yes, we can look at the same customer and one has the summary + button and the other does not.

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Vilde 16 on at

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@André Arnaud de Calavon
One of the affected users view:

One not affected

We have two sets of two with identical role mix where one of them sees the Copilot summary and the other does not. All of the users can see copilot summaries in other parts of the system. Which is why I though it could be missing sending email on the user and it being dependent on that because of the generate reminder button, but they're all set up.

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Sohaib Cheema 49,677 Super User 2026 Season 1 on at

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Could you check if the roles that is facing issue has access to the following at least

Privilege: CustCollectionsCoordinatorWorkspaceView

Duty: Collections workspace

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Vilde 16 on at

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@Sohaib Cheema they do, but my suspicion was that maybe the summary is looking against data in other areas that might not have access, which is why I’ve experimented with different AR roles to see if it made a difference. I am thinking now it’s not role/privelege/duty related but something else that could be different per user?

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Sohaib Cheema 49,677 Super User 2026 Season 1 on at

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So far I do not think if this is permission issue. Having a quick look at backend code shows that pane is hidden if there no content/response from the AI
Are you sure the issue occurs for the same customer account number?

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André Arnaud de Cal... 303,730 Super User 2026 Season 1 on at

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Hi Vilde,

When I look at the screenshots, the customer, or at least the open balance, is different. Can you check with the same customer and balance? Have you verified if the user probably has hidden the Copilot summary with help of personalization and saved views?

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Vilde 16 on at

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@André Arnaud de Calavon - here you go, my (working) view of the same customer as showing in the below screenshot from one of the users where it's not working:

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André Arnaud de Cal... 303,730 Super User 2026 Season 1 on at

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Hi Vilde,

I reviewed some settings and coding this weekend. The Copilot summary on this page is tight with a license. To be able to see the summary and be able to generate the email draft, the users should get the Dynamics 365 Finance license assigned. The CoPilot for Finance Preview license is not related to this feature.

With exactly the same security roles, and two users where one had a license and the other not, the summary was visible or not. I switched the license from one user to the other. Then the user with the license got the summary and the other not.

Note that after assigning a license, it can take up to two hours before the license is recognized correctly.

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