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). Business accounts need a Microsoft 365 Copilot license; personal Microsoft 365 Personal and Family plans include Copilot for the subscription owner
• 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: included with Microsoft 365 Personal ($9.99/mo); business plans need the paid Copilot add-on

Steps

1. Find Copilot in Outlook

Open Outlook and click on any email that needs a reply. At the top of the thread you'll see a Summary by Copilot box for summarizing the conversation. When composing a reply, look for the Copilot icon in the toolbar above the message body. Outlook kept its Copilot placement through Microsoft's 2026 button reshuffle, so these entry points are current.

What you should see: A Copilot menu with options like "Draft" (labeled "Draft with Copilot" in classic Outlook) 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 (or Draft with Copilot in classic Outlook)
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. Click the Generate arrow
6. Tone is set after the draft appears, not before: use the dropdown next to the draft to adjust tone or length, and for hotel replies a formal tone usually works best

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

• If a guest sends a long, confusing email, click the "Summary by Copilot" box at the top of the thread and Copilot will give you a short 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.