Dynamics 365 Customer Service how to answer incoming email using Copilot Studio agent

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Posted on by Jas09

I’m looking for the best approach to using a Copilot Studio agent to automatically respond to the first email a customer sends.

We currently manage over 50 separate mailboxes within Dynamics 365 Customer Service, so using Power Automate to connect directly to the Exchange server doesn’t seem like a practical solution.

The goal is for the Copilot Studio agent to generate a response for any new inbound email received in a Dynamics 365 mailbox. Any follow-up replies within the same email thread would then be handled by a human agent. If anyone has implemented something similar would be grateful for your insight.

Thanks

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Dynamics 365 Customer Service

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