Copilot Features in Customer Insights Journeys
If you’re a CE/CRM user using the Dynamics 365 marketing app, Customer Insights Journeys, Microsoft’s Copilot features can help you build smarter journeys, design messages faster, and reduce friction. Here’s a breakdown of the key capabilities, how to use them well, and what to consider when implementing and using these features.
Copilot in Journeys
Copilot lets you use natural language to define segments, build journeys, write email content, polish messaging, and pick visuals. Instead of configuring every filter, drag-and-drop, and style manually, you can tell Copilot what you want, and it does a lot of the heavy lifting, speeding up your workflow. All these features are included in your Customer Insights Journeys license.
Key Features & How to Use Them
By understanding the main Copilot features inside Journeys, what they do, how to get value from them, and any current limits to be aware of, you can optimize your user experience, taking advantage of applying each feature’s capabilities.
Query Assist and Segment Creation
Copilot’s Query Assist lets you describe your target audience in plain language and automatically turns your description into a segment definition. For example, type “customers who bought running shoes in the last 30 days” and Copilot builds the filter for you. You can then review and refine the segment, add or remove conditions, and adjust filters. The more specific you are in your prompt, the better your results will be.
Journey Creation Using AI Assistance
You can describe the goal of an entire customer journey and let Copilot build out a draft. Say “re-engage inactive newsletter subscribers,” and Copilot suggests touchpoints, triggers, and transitions. Once the draft is created, you edit it to match your brand voice, timing, and channel preferences. Copilot gives you a running start but testing and customizing remain essential.
AI-Kickstart for Email Creation
Writing emails is faster when you let Copilot generate a first draft. Provide your topic, tone, or a few bullet points and Copilot creates an email you can edit. It can also help polish grammar and style. Always check links, calls to action, and brand voice before sending.
Smart Image Recommendations
Based on the content of your email, Copilot recommends images that complement your message. Instead of manually searching for visuals, you get a curated list of options. Use these suggestions to speed up design but always confirm image rights and ensure brand consistency.
Refresh and Perfect Your Message
If you already have a draft, Copilot can rewrite it to match the tone you want, whether that’s more formal, casual, or concise. This is especially useful for keeping your tone consistent across multiple campaigns. You can compare versions to pick what feels right for your audience.
Get More Out of Copilot
Here are tips to make Copilot work better in your Journeys setup:
- Prompt well: Being clear in your prompt saves time. So instead of “email for new customers”, try “welcome email to new customers who joined in the last 7 days, friendly tone, subject: Welcome to [Brand]”.
- Review every output: Always check segments, journey logic, and drafts. Make edits for brand, legal, audience hooks, and more.
- Use it as a helper, not a replacement: While Copilot speeds up routine parts, your domain knowledge, audience insight, and brand voice are still essential.
- Test & measure: Consider performing A/B tests for Copilot-drafted versus manually built content. See which performs better (opens, clicks, and conversions).
Bottom Line
Copilot in Customer Insights Journeys gives you tools to work faster — to build segments with plain language, draft journeys, write and polish messages, and pick images more easily. It doesn’t remove the need for a good content strategy, branding, or review. Some features will even go away or change. If you lean into it now with good prompts and oversight, you’ll likely save time and increase consistency across your marketing operations.
