Use Copilot email classification to automate case types in D365 Customer Service
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A classic Automatic Record Creation flow can retrieve Copilot's email category and map it to a Case Type before creating the case.
TL;DR
Copilot classifies incoming emails into predefined categories, while an extended Automatic Record Creation cloud flow retrieves the related Dataverse category, uses a case-sensitive Switch action to map it, and writes the resulting integer to the Case Type choice field before creating the case.
Original by Kristine Risberg, on Contact Center Chronicles. Read the original
This is our own summary, not a republication or full translation.
Why it matters
- Makers: Extend the classic Automatic Record Creation flow before Create a record, retrieve the email classification row, and map categories through a Switch action.
- Admins/IT: Configure email categories with descriptions, choose which emails to process, run classification as emails arrive, and verify the feature is enabled.
Frequently asked questions
How does the Automatic Record Creation flow access Copilot's email category?
The flow reads the email classification lookup, then uses Dataverse Get a row by ID to retrieve the category name.
Why can’t unified routing work classification reliably use the email classification value?
The classification is stored on the email, while the case workstream evaluates case records and cannot reliably select the correct related email.
How does the Switch action set the Dynamics 365 Case Type?
The Switch matches the retrieved category name and assigns a numeric CaseType variable, which Create a record converts to an integer.