Dynamics 365 Customer Service - Classify emails in predefined taxonomy (categories and subcategories)

We are announcing the ability to classify emails in predefined taxonomy (categories and subcategories) for support automation with Case Management Agent in Dynamics 365 Customer Service. This feature will reach general availability on August 21, 2026.

How does this affect me?
This feature enhancement allows administrators to configure a set of custom taxonomies for email categories and subcategories and uses the Case Management Agent to automatically classify inbound emails as they sync into Dynamics 365 Customer Service. Administrators can also configure conditions to control which emails are classified, such as specific mailboxes, sender domains, languages, etc. Once enabled, all qualifying inbound emails are automatically classified as part of the Case Management Agent flow, and the category/subcategory value can be edited manually if needed.

What action do I need to take?
This message is for awareness, and no action is required.