Use Outlook's Copilot AI to Draft Guest Email Replies

What This Does

Microsoft Copilot in Outlook (available in Microsoft 365 accounts) helps you draft, summarize, and reply to guest emails in seconds — similar to Gmail's "Help me write" but for hotels using Microsoft email. Saves 5-8 minutes per email reply.

Before You Start

• You have a Microsoft 365 account (business or personal) — Copilot requires Microsoft 365 Personal, Family, or Business plans
• You're using Outlook on desktop (Windows or Mac) or outlook.com in a browser
• Time needed: 10 minutes to learn; 1-2 minutes per email after
• Cost: Copilot is included in Microsoft 365 plans; personal plans start at ~$7/mo

Steps

1. Find Copilot in Outlook

Open Outlook and click on any email that needs a reply. In the email reading pane, look for the Copilot button in the ribbon at the top of the screen (it looks like a small sparkle or Copilot icon).

Alternatively, when composing a reply, look for a Copilot icon in the compose toolbar.

What you should see: A Copilot side panel opens on the right side of the screen. You may see options like "Draft with Copilot," "Summarize," and "Coaching by Copilot."

Troubleshooting: If you don't see the Copilot icon, your Microsoft 365 plan may not include it, or your IT administrator may have restricted it. Check with your manager.

2. Draft a reply with Copilot

1. Click Reply on a guest inquiry email
2. In the compose window, click the Copilot icon (sparkle symbol in the toolbar)
3. Select Draft with Copilot
4. In the text box that appears, describe what you want to say: "Tell the guest our check-in time is 3pm, early check-in for $25 is available based on room availability, and they can call the front desk on the day of arrival to check."
5. Select a tone (Formal, Casual, Direct, Enthusiastic) — for hotel replies, Formal or Direct usually works best
6. Click Generate

What you should see: A complete email draft appears in the compose window in 3-5 seconds.

3. Review, edit, and send

Read the draft for accuracy. Edit any specific details (room numbers, pricing, property-specific info). Add your signature if it doesn't auto-populate. Click Send.

Copilot also offers to regenerate: if the draft isn't quite right, click Regenerate or edit your description and try again.

Real Example

Scenario: A guest emails asking for their folio/receipt from a stay last month.

What you describe to Copilot: "Tell the guest we're happy to resend their folio. Ask them to confirm the last name, room number, and dates of stay so we can pull up the correct record and email it to them within 24 hours."

What you get: A complete, professional email asking for the necessary information, with a warm tone and a commitment to respond promptly.

Tips

• Copilot also has a "Summarize" feature — if a guest sends a long, confusing email, click Summarize and Copilot will give you a 3-bullet summary of what they're actually asking.
• The "Coaching by Copilot" feature can review an email you already wrote and suggest improvements to tone and clarity — useful before sending a difficult response.
• If your hotel uses Outlook but doesn't have a Microsoft 365 subscription with Copilot, Gmail's "Help me write" (see separate guide) works essentially the same way.

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