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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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Daniyal Khaleel 764 Most Valuable Professional on at

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Can you check whether you see Draft with Copilot when opening a full email activity form (not inline from the timeline)? That’s the most common blocker — people test in the timeline quick create, but the feature only lights up in the full form if the RTE control is applied.

Trubleshoot:

To confirm if the feature is even available in your tenant:

Open Settings → Product → Features in Power Platform Admin Center.

Search for Copilot for email drafting. If it’s not listed, your region/tenant may not have it yet.

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MikeC282 2,175 on at

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@Daniyal Khaleel

I've tried opening in full and it still doesn't show up. I've switched over to the Sales hub and using the same inline email and email form it shows the Draft with Copilot there. Why isn't it showing in the Customer Service Hub?

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Tom_Gioielli 3,084 Super User 2026 Season 1 on at

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It's confusing, but some settings can be enabled for the organization but then can be tuned on or off for individual apps. To fix this, do the following:

Go to https://make.powerapps.com and navigate to your environment

Go to Apps > Edit in new window on the Customer Service app

Once the edit window is open, go to "Settings" in the top ribbon

In the Settings window, go to "Features" and scroll down. You should see the below. Make sure it is set to "YES"

Hopefully that fixes it for you!

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MikeC282 2,175 on at

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Thanks @Tom_Gioielli!

You can see in my initial post for this thread that I included a screenshot of that feature enabled in the app itself. Still nothing.

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Tom_Gioielli 3,084 Super User 2026 Season 1 on at

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Sorry about that, completely missed that screenshot portion (which is impressive since it was the first one).

I can't think of anything you are missing, and I found this article from MS that specifically discusses Copilot drafting in Customer Service being available back in April 2024.

Draft emails using Copilot in email editor | Microsoft Learn

The only configuration information I can find, sadly, points to the same things you already checked. A ticket into MS might be necessary at this point, unless anyone else has ideas. I can't think of anywhere else that the setting is maintained.

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