Use Outlook Copilot to Draft Client Emails Faster

What This Does

Outlook Copilot drafts professional client emails — follow-ups, planning reminders, document requests, and responses to client questions — directly in the compose window. It also coaches you on tone and clarity for sensitive communications.

Before You Start

• Your organization has Microsoft 365 Copilot licensed
• You use Microsoft Outlook (desktop app or Outlook on the web)
• You're logged in with your work account

Steps

1. Open a new email or reply

Click "New Email" or "Reply" on an email you've received. The compose window opens.

2. Find Copilot in the compose toolbar

Look for the Copilot icon (sparkle/star) in the email compose toolbar, usually near the formatting options. Click it and select "Draft with Copilot."

Troubleshooting: If you don't see the Copilot option, your Microsoft 365 Copilot license may not include Outlook. Check with your firm's IT administrator.

3. Describe the email you need

In the Copilot prompt box, describe the email's purpose, audience, and key content. Be specific.

Examples:

• "Draft a professional email to a business client who hasn't sent us their tax documents yet. It's February 15 and their deadline is March 1. Polite but firm. Include our secure portal link [PORTAL LINK] for document upload."
• "Draft a response to a client who is upset about owing $15,000 in taxes this year. Acknowledge their concern, briefly explain the reason (capital gains from stock sale plus change in withholding), and offer a call to discuss. Empathetic, professional."
• "Write an email to schedule a year-end tax planning call with a client. Propose 3 specific times [I'll fill in]. Mention we want to discuss: estimated payments, retirement contribution opportunities, and capital gains timing."

What you should see: A complete draft email in professional language, ready to review.

4. Adjust length and tone

After getting the draft, click "Adjust" to make it shorter, longer, more formal, or more casual. For sensitive communications (upset clients, audit notifications), use "More formal" — it removes casual phrases that can sound dismissive.

5. Use Coaching for high-stakes emails

For emails you're uncertain about — a client who's angry, a complex advisory situation, a negative news message — click Copilot → Coaching by Copilot. It reviews your draft and suggests improvements for clarity, tone, and professionalism.

Real Example

Scenario: A long-standing client just emailed that they're unhappy their bill was $2,000 higher than last year and they "weren't warned." You need to respond thoughtfully without being defensive.

What you type in Copilot: "Draft a response to a client who is upset that their accounting bill was $2,000 higher this year than last year without advance notice. Acknowledge the frustration, explain that the increase was due to additional complexity (new multi-state filing and K-1s), and apologize that we didn't communicate the change proactively. Offer to discuss ways to manage costs next year. Professional, empathetic, not defensive."

What you get: A well-structured response that acknowledges the client's frustration, provides a brief explanation, and offers a constructive path forward — the kind of email that retains clients rather than losing them.

Tips

• Use Copilot for the first draft, then read it aloud before sending — you'll catch anything that sounds off
• For document request emails, always specify what specific documents you need (not just "your tax documents") — ask Copilot to include a list
• Create a library of your best Outlook prompt descriptions — your most common email types (document request, planning call, audit notification) can be drafted from the same prompt each time with minor customization

Tool interfaces change — if a button has moved, look for similar AI/magic/smart options in the same menu area.