Use Copilot to kickstart email messages

In this article

• Supported languages

• Create an email reply using pre-defined categories

• Create an email message using custom text

• Enhance suggested content with another opportunity

• View CRM data in suggested content

• Refine suggested content

• Restore suggested content

• Create a sales meeting summary email

• Change the meeting used to create a summary

• Share feedback

• How is suggested content generated?

• What data is collected to suggest email replies?

Supported languages

Copilot in Viva Sales is supported in the following languages: English, Spanish, German, and French. The email and custom text must be in one of the supported languages to generate the suggested content.

Create an email reply using pre-defined categories

You can get suggested responses when you reply to a customer email or as you’re reading one.

1. In Outlook:

   • Open a customer email and select Reply. In the banner message at the top of the draft email, select Use Copilot now.

   • When you’re reading an email, open the Viva Sales pane.

2. On the Highlights tab, select a pre-defined category.
   
   

3. Review the suggested content.
   
   To generate a different suggestion, select Try again.
   
   Refine the suggested content, if required. You can also restore the suggested content to the previous version.

4. Select Copy to email to paste the content in the email body.

   Note: Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.

   
   

5. Edit the email content as required, and then send it.

Create an email message using custom text

If the pre-defined response categories don’t suit your requirements, you can enter custom text to generate suggested content.

You can get suggested email content when you reply to a customer email, read an email, or compose a new email.

1. In Outlook:

   • When replying to a customer's email or composing a new email, select Use Copilot now in the banner message at the top of the draft email.

   • When you’re reading an email, open the Viva Sales pane.

2. On the Highlights tab, select Describe the email you want.
   
   

   Note: Pre-defined response categories are not available while composing a new email. You can only enter custom text or create an email to summarize your sales meeting.

3. In the textbox, enter a phrase to describe the kind of reply you want to send, and then press Enter.
   
   

4. Review the suggested content.
   
   To generate a different suggestion, select Try again.
   
   Refine the suggested content, if required. You can also restore the suggested content to the previous version.

5. Select Copy to email to paste the content in the email body.

   Note: Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.

6. Edit the email content as required, and then send it.

Enhance suggested content with another opportunity

If you’ve used a response category (Make a proposal or Address a concern) that uses an opportunity record to generate the suggested content, a message is displayed that the generated content is based on the opportunity. If there are multiple opportunities related to the contact, you’ll get an option to select another opportunity to regenerate content.

If there are multiple opportunities related to contact, the most relevant opportunity is selected by AI. You’ll get an option to select another opportunity, if the previously selected opportunity is not correct, and then regenerate the suggested content.

If there are no additional open opportunities identified by the AI model, no option is displayed to select an opportunity.

1. Generate the suggested reply using an appropriate response category. In the message at the bottom of the suggested reply, select Change.
   
   

2. Under Relevant opportunity, select the opportunity that you want the generated content to refer to.
   
   

   Notes: 

   • Viva Sales displays opportunities that are related to the contacts in the email.

   • The information displayed below the opportunities is displayed as customized by your administrator. More information: Customize the mini view

3. Select Create a new draft.
   
   A new reply is generated based on the selected opportunity.

View CRM data in suggested content

View information about data pulled from your CRM and Office 365, such as contact, opportunities, and account in the suggested content. CRM data used in the suggested content is displayed in blue color. Select the content to see information about the CRM data. You can also open a record in CRM to view its complete details by selecting   on the CRM record card.

The following information is displayed in the suggested content:

• From CRM:

  • Contact

  • Account

  • Opportunity

  • Product

  • Activity

• From Office 365:

  • Availability

Refine suggested content

After you’ve generated the suggested content, you can refine the results further by providing a new prompt that builds upon the previous suggestion. This allows you to fine-tune your email replies according to the needs and preferences. For example: Make it formal, make it shorter, or suggest a meeting next week.

1. Generate the suggested reply using an appropriate response category.

2. In the textbox above the suggested content, enter the changes you want to be made in the content, and then press Enter. For example, make it shorter.

3. Review the suggested content.
   
   To generate a different suggestion, select Try again.
   
   Refine the suggested content further, if required. You can also restore the suggested content to the previous version.

4. Select Copy to email to paste the content in the email body.

   Note: Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.

5. Edit the email content as required, and then send it.

Restore suggested content

You can restore the suggested content to the previous version when you generate a new suggested content either by selecting Try again or refining it.

You can’t restore suggested content to the previous version in the following scenarios:

• You change the opportunity and create a new draft.

• You change the meeting and create a new draft.

• When only the first draft is generated.

You can only restore to the previous draft. For example, you can restore draft #2 from draft #3, but not to draft #1.

To restore suggested content to its previous version, select  beside Try again.

Preview: Create a sales meeting summary email

After meeting with your customers, you often send an email with a summary of your interaction, relevant action items or next steps, and a follow-up date. Manually creating a meeting summary and compiling all the notes and action items taken during the meeting takes some amount of time and often gets missed. 

With Viva Sales, you can summarize your most recent transcribed Teams meeting with your sales contacts and send it over email whenever you compose a new email or reply to your customer’s email.

1. In Outlook:

   • Open the meeting in Outlook and select Contact Attendees > Reply to All with Email under the Meetings tab. In the message at the top of the draft email, select Use Copilot now.

   • When you’re composing a new email, open the Viva Sales pane or select Use Copilot now in the banner message at the top of the email.

2. On the Highlights tab, details such as meeting name and time of the most recent transcribed Teams meeting are displayed in the Summarize a sales meeting button. Select the button to create a summary.
   
   
   
   To select another meeting to summarize, select the down arrow to see up to five recently transcribed meetings. Select a meeting to create a summary.
   
   

3. Review the suggested content.
   
   To generate a different suggestion, select Try again.
   
   If required, change the meeting that is used to create the summary.

4. Select Copy to email to paste the content in the email body.
   
   

   Note: Existing content in the email body is not replaced. The suggested content is prepended to any existing content in the email body.

5. Edit the email content as required, and then send it.

Preview: Change the meeting used to create a summary

You can choose from the recent recorded Teams meetings that you had with sales contacts on an email.

1. In the message at the bottom of the suggested content, select Change.
   
   

2. Under Select a meeting to summarize, select the meeting that you want to summarize in the generated content.
    

   Tip: You can hover over a meeting and select  to open the meeting summary in Teams.

   
   

3. Select Create a new draft.
   
   New content is generated based on the selected meeting.

Share feedback

If you have any feedback about the suggested content, you can share it by selecting the appropriate icon at the bottom of each suggestion. Your feedback is valuable, and we use it to improve the functionality.

1. At the bottom of the suggested content, select  or .
   
   After you select an icon, you’ll get a Tell us more link.

2. Select the link to open the feedback form.

3. Enter your responses in the feedback form and then select Send.

Text moderation

Text moderation uses machine-assisted classification to help detect potentially inappropriate   content  and reject it when you use custom text to generated suggested content or refine the already generated suggested content. It conveys the likelihood of each category. The feature uses a trained model to identify possible abusive, derogatory, or discriminatory language. This includes slang, abbreviated words, offensive, and intentionally misspelled words.

If you enter text that contains undesired or inappropriate content (potential presence of language that may be considered sexually explicit, suggestive, adult, or offensive), the suggested content is not generated, and an error message is displayed.

How is suggested content generated?

Viva Sales uses Copilot to generate suggested email content. Trained on a vast number of text samples from the Internet, Copilot generates new content that looks and sounds like it was written by a person.

Original content is generated every time, but it isn’t always factual. In addition, the underlying technology uses AI that has been trained on a wide range of internet sources. Some suggestions may include questionable or inappropriate content. It's your responsibility to edit generated suggestions so that your reply is accurate and appropriate.

What data is collected to suggest email replies?

When you open the Viva Sales panel while you’re reading or replying to an email, the AI considers the following information to generate a response:

• The contacts, subject, and body of the email

• CRM data connected through Viva Sales

• The response category you selected or custom text you entered

If the email contact doesn’t match a contact in the CRM, no CRM data is sent to the AI engine.