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In this blog, I’ll walk you through how to build a fully autonomous AI agent in Copilot Studio to streamline citizen support service requests received via email — without writing a single line of code.
By the end, your agent will be able to:
✅ Automatically read and understand incoming emails
✅ Identify the issue and urgency
✅ Create a ticket in Dataverse
✅ Respond to the citizen with a professional HTML email
Let’s get started!
💡 Use Case Overview
Local government departments often receive service requests or complaints via email. These may include issues like:
- Missed garbage collection
- Housing problems
- Streetlight or electricity issues
Currently, these emails require manual triage and response. But what if we could automate the whole process with an AI-powered autonomous agent?
🧠 What is an Autonomous Agent?
An Autonomous Agent in Copilot Studio is an AI-driven system that can:
- Perform tasks
- Make decisions
- Interact with users without human intervention
It goes beyond traditional automation by understanding the context of data using AI. Unlike chatbots, this agent runs in the background—no chat interface needed!
🗂️ Complete Video Tutorial for the same Blog
🗂️ Step 1: Prepare Your Data Table
First, create a Dataverse table called Citizen Support. Here’s the suggested schema:
| Column Name | Type |
|---|---|
| Ticket ID | Auto Number |
| Subject | Single Line Text |
| Description | Multiline Text |
| Priority | Single Line Text |
| Estimated Resolution Date | Single Line Text |
You can create a Model-Driven App to visualize this data in a view.
🤖 Step 2: Create the Autonomous Agent
- Go to Copilot Studio
- Create a new agent
- Name:
Citizen Customer Service - Description: “An autonomous agent for customer service that identifies the context of incoming emails, determines urgency, replies professionally, and creates support tickets in Dataverse.”
- Name:
- Skip instructions for now — we’ll add those later.
🛠️ Step 3: Create Actions for the Agent
✅ Action 1: Create a Support Ticket
- Go to Actions > Add Action
- Select
Dataverseconnector > Add a new row to a selected environment - Name the action:
Create Support Ticket - Authentication: Use Copilot authentication
- Set input parameters:
- Environment: Choose your Dataverse environment
- Table Name:
Citizen Support
- Add dynamic input fields:
- Subject – “Summary of the email subject”
- Description – “Description of the issue based on email”
- Priority – “Categorize as High, Medium, Low based on urgency”
- Estimated Resolution Date – “Set based on priority: 24/48/72 hours”
- Set output parameter:
- Ticket ID – “This is the generated ticket number”
✅ Done!
📧 Action 2: Send Email to Citizen
- Add another action:
Send an email (V2)using Outlook - Name it:
Send an Email - Authentication: Copilot authentication
- Set dynamic input fields:
- To – “The sender of the incoming email”
- Subject – “Professional response subject”
- Body – Instructions: “Respond that the ticket has been received. Include the ticket number, priority, description, estimated resolution date. Use professional tone and HTML format.”
✅ Email reply action complete!
🔁 Step 4: Add Autonomous Trigger
- Go to Overview > Add Trigger
- Choose:
When a new email arrives - This creates a Power Automate trigger in the background
- Optionally, open the flow and filter emails:
- Only trigger if Subject contains
Support Ticket
- Only trigger if Subject contains
✅ Your agent is now listening to emails!
🧾 Step 5: Add Instructions to the Agent
Go to General Instructions and add:
You need to completely automate the auto-reply process of any support emails you are receiving.
As soon as an incoming email arrives:
1. Determine the urgency of the issue and categorize it into High, Medium, or Low priority.
2. Call the action `Create Support Ticket` to generate a support request and get the ticket ID.
3. Draft a professional email using the `Send an Email` action, including ticket number, priority, description, and estimated resolution time.
4. Use natural language and proper HTML formatting in your response.
Save and Publish your agent.
🧪 Step 6: Test the Agent
- As a citizen, send an email to the configured address:
- Subject: “Support Ticket: Missed Garbage Collection”
- Body: “Our garbage was not collected yesterday. Kindly resolve. This is urgent.”
- The agent will:
- Categorize the issue as High Priority
- Create a support ticket in Dataverse
- Send a professional HTML email with the ticket info
- Check your Dataverse table — you’ll see the new ticket.
- Check your inbox — you’ll see the reply!
🎯 Result
✅ Fully automated ticket creation
✅ Intelligent prioritization
✅ Personalized, professional responses
✅ No manual effort required
🎓 Learn More
If you’re new to Copilot Studio, check out my Crash Course (1h 30min) on YouTube covering basics + 3 real-life use cases.
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Let me know in the comments what other use cases you’d like to see next.
Until then — keep automating!
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