Copilot email assist now suggests relevant email templates so that service representatives don't need to manually search for templates. Copilot bases its suggestions on the email content, search context, and thread intent. Representatives can access these suggestions directly from the email editor.

This feature uses a pay-as-you-go pricing model if coupled with intent capabilities. For personal copilots, this feature is not charged. Learn more in Pay-as-you-go plan.

Representatives can enter a custom prompt in the inline email assist card when they reply to a customer.
Copilot matches the prompt with email templates stored in the application. It selects the most appropriate template in the inline email form.
Representatives see the name of the selected email template. They can select a different email template if they want.

For representatives to use this feature, administrators must do the following:

Turn on the feature.
Create email templates in the application, because Copilot can recommend existing templates only.

Fallback behavior: If no email template is identified, then the email draft is created using existing inline email assist capabilties.