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Can't enable the Use Copilot in the email rich text editor feature

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Posted on by MikeC282

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Hi all

So I'm trying to enable the draft and refine email feature in rich text editor for the Customer Service Hub app. I've done the following:

- Enabled Contextual email drafting with AI

- Opted in for Copilot for questions and emails (I unchecked the help pane as it was distracting but I do remember seeing draft email appears inline in the rich text editor.

- I've got the System Administrator role so I know it's not a security role issue.

What am I missing?

You can see there's no option for draft email in copilot that should be available. I've gone through all the articles for it and can't see to find where else I need to update in terms of settings.

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Dynamics 365 Customer Service

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