Dynamics 365 Customer Service: Copilot and AI innovation - Classify emails by category and subcategory with Case Management Agent

With email classification, administrators can define a custom taxonomy of categories and subcategories to automatically classify inbound emails in Dynamics 365 Customer Service. AI analyzes the email subject and body, then stores the assigned category or subcategory on the email activity record. Case Management Agent, automatic record creation rules, Power Automate flows, reporting, and other downstream processes can use this value to determine how to handle the email.

Administrators can enable email classification and define category and subcategory names and descriptions. They can also set conditions that determine which emails are classified, such as specific mailboxes, sender domains, languages, and so forth. When the feature is enabled, the system qualifies inbound emails and automatically classifies them by using the Case Management Agent flow. Administrators can also manually update an assigned category or subcategory, or disable classification to stop processing new emails.

Business Value

Email classification gives you control over how incoming emails are managed before any action is taken. It automatically sorts messages so you can ignore irrelevant ones, let the Case Ma…