IT Service Desk · Agent blueprint · validated with 6 team members

Status update emails to users agent

Handles each case in Microsoft Outlook, with a person approving changes.

72readiness · AI assist (a person acts)

4–8 hback per week, of 25 h now

$11K–21Ka year

1–2 wkto build · size S

Trigger

A new microsoft outlook arrives in Microsoft Outlook

Done when: When the requester is happy and the ticket is closed.

Needs: Record number; Fields: Message body

What the agent does

1
Read the microsoft outlook details · Microsoft Outlookconnector
2
Send the proposed changes to a person to approve · Teamsperson
3
Set Message body · Microsoft Outlookconnector

Decisions the agent makes

Decide	Rule	Source
Message body	Write: Greeting, what we did, what happens next, and when they'll hear again.	The team

Where a person signs off

A person approves every change to accounts, access or records (company policy).

Exceptions

When	What the agent does
Urgent requests from leadership. (Sometimes (under 1 in 10))	Hand to a person with what the agent found
the case waits for someone (16% of cases, about 2.1 h)	Send a reminder after 2 hours and post the status on the ticket
the case waits for a reply from the requester (100% of waits, per the team)	Track it and remind after 2 hours

Build with

Microsoft 365 Copilot: Drafts and summaries for the person approving
Copilot Studio: Agent logic, approvals and the person's view in Teams
Power Automate: Runs the steps and connects the systems

Skills: Microsoft 365 Copilot, Copilot Studio

Before building

A service account with the needed rights in Microsoft Outlook

Risks

Edge cases not seen in the observed week

How we'll know it worked

Team hours on this task (now 25 h a week)
Typical work per case (now 4.2 min)
Share of cases finished without a person beyond the approval

Evidence

82% of cases follow the same steps
25 team hours a week
34% of cases redo steps

Observed main path (82% of cases): Microsoft Outlook → Edit Message body

Handover spec for the builder (text) →

Designed by AI from how the team did this work (2026-10-19 to 2026-10-24), the company's tools and its rules. A starting point for the builder: confirm system access and approvals before building.