Summary
- Dynamics 365 Customer Service is adding AI-driven autonomous email resolution through the Case Management Agent.
- The feature can analyze incoming customer emails, use knowledge/connectors/custom agents, and resolve requests without manual case creation or intervention.
- Administrators can configure the automation level by line of business, ranging from fully autonomous resolution to drafting responses for review and send.
- If the issue is not resolved or the customer is dissatisfied, a case is created with full conversational context so agents can continue without duplicated work.
- This is an awareness-only update; no immediate action is required.
Microsoft 365 Message Center ID: MC1465523
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 30 Sept 2026
Release End: 30 Sept 2026
Last Modified: September 1, 2026
Category: Stay informed
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps
History
9/1/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to use AI to drive autonomous email resolution in Dynamics 365 Customer Service. This feature will reach general availability on September 30, 2026.
How does this affect me?
Autonomous email resolution delivers end-to-end handling of customer emails without manual intervention or default case creation. When an email arrives, the system analyzes the request, identifies the underlying intent, and determines whether the information and actions needed to resolve it are available. It leverages your enterprise knowledge, your business instructions, connectors, and custom agents to deliver context-aware email responses to your customers. If a customer is not satisfied—or if the issue was not resolved—a case will be created with the full conversational context, customer intent, actions taken, and generated responses to a customer service representative without losing context or duplicating work.
The capability is delivered through the Case Management Agent. An administrator enables the setting and defines the automation level for each line of business, from fully autonomous resolution to drafting a response for a service representative to review and send. This shifts email handling from a case-first workflow to an intent-driven resolution model, reducing manual effort, improving consistency, and accelerating time to resolution for high-volume customer interactions.
What action do I need to take?
This message is for awareness, and no action is required.
For more information about this feature, please review Configure email resolution to resolve customer issues.