# Status update emails to users agent

Agent blueprint, validated with 6 team members · Task: Status update emails to users · IT Service Desk · readiness 72/100 (AI assist (a person acts))

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

**Trigger:** A new microsoft outlook arrives in Microsoft Outlook

**Inputs:** Record number; Fields: Message body

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

## Steps

1. Read the microsoft outlook details (Microsoft Outlook, connector)
2. Send the proposed changes to a person to approve (Teams, person)
3. Set Message body (Microsoft Outlook, connector)

## Approvals

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

## Prerequisites

- A service account with the needed rights in Microsoft Outlook

## Risks

- Edge cases not seen in the observed week

## Measure after launch

- 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

## Decisions

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

## Exceptions

- When Urgent requests from leadership. (Sometimes (under 1 in 10)): Hand to a person with what the agent found
- When 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
- When 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

## Effort and return

- Size S, about 1-2 weeks (Microsoft 365 Copilot, Copilot Studio)
- Team time on this task now: 25 h/week; expected back: 4-8 h/week

## Evidence

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