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Lab 7 · Module 2 · Communicate and Organize
Outlook: Thread to Reply
Step 1: why this is needed and what each entry does
Give Outlook something to summarize (Put the thread in your mailbox). Copilot in Outlook works on messages in your mailbox, so the practice thread has to be there first.
- Why your own mailbox
- Copilot only reads mail you can see. A pasted thread is fictional, so nothing real is exposed.
- Reply once
- Summary by Copilot appears on conversations with more than one message.
Step 2: why this is needed and what each entry does
Get the one-paragraph version (Summarize the thread). The summary is where Copilot most often turns a proposal into a decision. You will test it.
- Summary by Copilot
- New Outlook and Outlook on the web show it above the first message. Classic Outlook shows the Copilot button in the ribbon instead.
- Decision vs proposal
- The thread contains proposals that were never agreed. A summary that calls them decisions has created a commitment nobody made.
Step 3: why this is needed and what each entry does
Sort decided from proposed (Run the list prompt). The prompt forces Copilot to separate decided, proposed, owned, targeted and open. That structure is what you check.
- Copilot pane in Outlook
- It can see the open thread. The prompt still names the thread so there is no ambiguity.
Step 4: why this is needed and what each entry does
Draft without creating new commitments (Draft a reply, do not send). A reply written by Copilot can promise things the thread never agreed. You draft, read, and keep it unsent.
- Draft with Copilot
- Writes a reply from the thread plus your instruction. The tone options are optional.
- Keep it, do not send
- The lab checks the draft, not the delivery. A fictional thread sent to yourself is harmless, but the habit of reading before sending is the point.
Step 5: why this is needed and what each entry does
Decide what survives (Check and record). The summary and the draft are only safe if proposals stayed proposals.
- Five Checks
- Source: which file. Verification: did you open it. Context: did the caveats survive. Resilience: would it still hold if the data changed. Authorized Owner: who signs off before anyone acts on it.
The prompts for this lab: copy and paste
Same prompts as in the Prompts section and the Do it steps. Paste each one whole.
Overview
Before you start. Path A: you need the 40-message training thread in your Outlook mailbox. Not there? Paste file 07 into a new email to yourself, send it, and open it from your Inbox. That makes one long email, not a thread, so the summary may look different. Path B: you need no mailbox. Paste file 07 into Copilot Chat (the Files step).
What we are doing
- The situation
- A 40-message email thread has been arguing about the response deadline for non-emergency requests. You need to reply today without stirring it up again.
- Your role
- You are a member of the Service Request Improvement Project working group.
- Your task
- Use Copilot in Outlook to summarize the thread. List what was decided and what is still open. Then draft a reply that does not assign any new work.
- Files you need
- File 07, the email thread.
- Done when
- You have a draft reply, saved but not sent. It confirms only the real decisions and leaves the open questions open.
- Why it matters
- A reply that treats a proposal as a decision commits the City to something nobody approved. Your reply confirms only what was actually decided.
Check before you finish
- Did the summary call something a decision when it was still only a proposal?
How to do it: the basic steps
5 steps, one screen each. Select the ? on a card for why the step is needed and what each entry does.
- Give Outlook something to summarize (Put the thread in your mailbox)
Why: Copilot in Outlook works on messages in your mailbox, so the practice thread has to be there first.
- Download 07_Email_Thread.txt
- New email to yourself
- Paste, send
- Reply to it
Download 07_Email_Thread.txt from the Files step. In Outlook select New mail, address it to yourself, paste the whole text, Send. When it arrives, Reply to it once with one line so Outlook sees a thread. (The .eml file does the same if your Outlook can open it.)
- Get the one-paragraph version (Summarize the thread)
Why: The summary is where Copilot most often turns a proposal into a decision. You will test it.
- Open the thread
- Summary by Copilot
- Summarize
Open the thread. At the top of the message list there is a banner Summary by Copilot. Select Summarize. Read it once, then look for any item called a decision.
- Sort decided from proposed (Run the list prompt)
Why: The prompt forces Copilot to separate decided, proposed, owned, targeted and open. That structure is what you check.
- Copilot icon (ribbon)
- Copilot pane
- Copy prompt
- Send
With the thread open, select the Copilot icon in the ribbon to open the Copilot pane (Chat with Copilot). Select Show the prompts below, copy the List prompt, paste it, Send. No Copilot pane in your Outlook? Use the Path B steps in Copilot Chat with the thread text.
- Draft without creating new commitments (Draft a reply, do not send)
Why: A reply written by Copilot can promise things the thread never agreed. You draft, read, and keep it unsent.
- Reply
- Copilot icon
- Draft with Copilot
- Generate
- Keep it
Select Reply. In the message body select the Copilot icon and choose Draft with Copilot. Paste the Reply prompt, select Generate, read it, then Keep it. Do not send. Close the draft or discard it after the lab.
- Decide what survives (Check and record)
Why: The summary and the draft are only safe if proposals stayed proposals.
- Any proposal called a decision?
- Five Checks
Did the summary or the draft call anything a decision that was still a proposal? Did the draft add a commitment? Run the Five Checks: Source, Verification, Context, Resilience, Authorized Owner. Then mark the lab steps done.
= why the step is needed and what each entry does. Like this = something you select or click. Like this = something you type or paste.
Microsoft changes these screens often; a label on your screen may differ slightly. If a button is missing, your organization may not have turned the feature on: use the Path B steps.
Where to click
- Outlook
- training thread
- Summary by Copilot
- Summarize
Watch where to click Illustration - not the actual Copilot screen
A simplified, labeled diagram of the clicks. It is not the actual Copilot screen. The step list below the player is the text version.
Do it: step by step
Check off each step as you go. Your progress saves in this browser.
Prompts: weak vs strong
Follow the brackets. The detailed prompt is built from the four C.H.A.T. parts: [Context], [How come], [Assign task], and [Type of output]. Keep the labels when you paste it; Copilot reads them fine, and they help you check that each part is there.
Compare a vague prompt with a detailed, source-checkable prompt. The activity below separates the request from the Guardrails (limits you add, such as "cite the source" or "do not decide for a person") you need before use.
List prompt
Summarize this thread.
[Context] I am in the Service Request Improvement Project working group. The email thread I shared discusses the response deadline for non-emergency requests. [How come] I need to know what was decided and what is still open, so I can reply without assigning new work. [Assign task] List the requests, decisions, disagreements, unanswered questions, owners, and deadlines in the email thread I shared. [Type of output] Cite the message number that supports each item. Do not treat a proposal as a decision.
Why the detailed version works (letter by letter)
- CContext
I am in the Service Request Improvement Project working group. The email thread I shared discusses the response deadline for non-emergency requests
- HHow come
I need to know what was decided and what is still open, so I can reply without assigning new work
- AAssign task
List the requests, decisions, disagreements, unanswered questions, owners, and deadlines in the email thread I shared
- GGuardrail: make it checkable
Cite the message number that supports each item
- GGuardrail: keep it off-limits
Do not treat a proposal as a decision
Reply prompt
Write a reply.
[Context] I am in the Service Request Improvement Project working group. I am replying to the email thread I shared. [How come] I need to confirm only the real decisions and leave the open questions open. [Assign task] Draft a short reply to the email thread I shared. [Type of output] The reply confirms only the decisions in the thread, lists the open questions, and does not assign any task or deadline that was not already agreed.
Why the detailed version works (letter by letter)
- CContext
I am replying to the email thread I shared
- HHow come
I need to confirm only the real decisions and leave the open questions open
- AAssign task
Draft a short reply
- TType of output
confirms only the decisions in the thread, lists the open questions
- GGuardrail: people decide
does not assign any task or deadline that was not already agreed
Quiz
Self-check only. Answers stay on your device.
Path B Text Pack and downloads
Download the practice files (Path A)
Path A (full access): these downloads are for you. Save them where Copilot can reach them (OneDrive for the Office app labs). Path B: nothing to download; the files are below as text, ready to paste. Path C: nothing to download; read the text below when you check sources.
Path B (Chat only): short steps
- Select Copy all files + prompts for this lab below, paste it into the chat, and select Send. It includes both prompts, so the answer should give the list first, then the draft reply.
- Check that the reply assigns nothing new. It stays as text here; nothing is sent from Copilot Chat.
[Context] I am in the Service Request Improvement Project working group. The email thread I shared discusses the response deadline for non-emergency requests. [How come] I need to know what was decided and what is still open, so I can reply without assigning new work. [Assign task] List the requests, decisions, disagreements, unanswered questions, owners, and deadlines in the email thread I shared. [Type of output] Cite the message number that supports each item. Do not treat a proposal as a decision.
[Context] I am in the Service Request Improvement Project working group. I am replying to the email thread I shared. [How come] I need to confirm only the real decisions and leave the open questions open. [Assign task] Draft a short reply to the email thread I shared. [Type of output] The reply confirms only the decisions in the thread, lists the open questions, and does not assign any task or deadline that was not already agreed.
File 07 - Email Thread (40 messages) (7,999 characters)
FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data. Subject: Response deadline for non-emergency requests - what do we tell staff? Messages: 40 (oldest first) --- Message 1 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 14, 2026 8:12 AM Hi all - new intake staff keep asking me what the response deadline is for non-emergency requests. Can we agree on one answer for the training sheet? --- Message 2 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 14, 2026 8:40 AM Good question. Let's settle it here so everyone uses the same language. --- Message 3 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 14, 2026 9:05 AM For what it's worth, the dashboard still measures against the old target. --- Message 4 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 14, 2026 9:30 AM Which document is the training sheet based on? I'd like to check the source. --- Message 5 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 14, 2026 10:02 AM The old training sheet from 2024. --- Message 6 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 14, 2026 10:15 AM Then the answer is 10 business days. That's what we've always used, so let's put 10 business days on the sheet. --- Message 7 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 14, 2026 11:20 AM I can add the deadline to the resident-facing FAQ once we confirm it. --- Message 8 --- From: Sam Okafor-Lindqvist <s.okaforlindqvist@fernhollow.example> Sent: Sep 14, 2026 1:45 PM Note: the portal auto-reply also says 10 business days. Changing it takes about a week of lead time. --- Message 9 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 15, 2026 7:58 AM Thanks. I'll draft the training sheet with 10 days. --- Message 10 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 15, 2026 8:30 AM Before we print anything, can someone confirm against SR-100? I thought there was a revision this summer. --- Message 11 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 15, 2026 9:12 AM I don't have the current SR-100 handy. --- Message 12 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 15, 2026 9:40 AM I'll look when I can. Busy week. --- Message 13 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 15, 2026 2:10 PM Holding the FAQ update until we hear back. --- Message 14 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 16, 2026 8:05 AM Also - are we counting from the day we receive the request or the day after? --- Message 15 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 16, 2026 8:22 AM The dashboard counts from the day after receipt. --- Message 16 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 16, 2026 8:50 AM SR-100 says 'of receipt.' We may need to align the dashboard. Open question. --- Message 17 --- From: Malcolm Treadwell <m.treadwell@fernhollow.example> Sent: Sep 16, 2026 10:30 AM Adding myself. Let's not change anything resident-facing until this is sorted. --- Message 18 --- From: Sam Okafor-Lindqvist <s.okaforlindqvist@fernhollow.example> Sent: Sep 16, 2026 11:00 AM Understood. Auto-reply stays as-is for now. --- Message 19 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 17, 2026 9:15 AM Do holidays count as business days? Staff asked about requests that come in on Labor Day weekend. --- Message 20 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 17, 2026 9:45 AM I think we just process them the next business day, but I'm not sure that's written anywhere. --- Message 21 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 17, 2026 10:05 AM SR-100 defines business days as days City offices are open. It doesn't say anything specific about holidays beyond that. Open question. --- Message 22 --- From: Odessa Pringle <o.pringle@fernhollow.example> Sent: Sep 17, 2026 1:20 PM Joining late. Escalations are coming to me without supervisor review. Can we remind staff of the escalation step? --- Message 23 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 17, 2026 2:00 PM Agreed - escalations should come through me first. --- Message 24 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 18, 2026 8:30 AM Could someone own the reminder about escalations? I can format it but shouldn't be the sender. --- Message 25 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 18, 2026 9:10 AM I could maybe draft it next week if nobody else does. --- Message 26 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 18, 2026 10:00 AM Separate issue: I'd like to change the dashboard to show the share of requests answered within the deadline. --- Message 27 --- From: Malcolm Treadwell <m.treadwell@fernhollow.example> Sent: Sep 18, 2026 11:40 AM Wen, that's a good idea - put together a proposal and we'll discuss at the working group. --- Message 28 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 21, 2026 8:00 AM Training sheet draft attached (10 business days). Comments by Thursday? --- Message 29 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 21, 2026 8:45 AM Please hold - still not confirmed against SR-100. --- Message 30 --- From: Sam Okafor-Lindqvist <s.okaforlindqvist@fernhollow.example> Sent: Sep 21, 2026 9:30 AM Also flagging: the portal FAQ page and auto-reply would both need updates. --- Message 31 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 22, 2026 10:15 AM I disagree with listing any number on the FAQ until the Director's office confirms. Residents screenshot these. --- Message 32 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 22, 2026 11:00 AM Fair point, Beatriz. --- Message 33 --- From: Odessa Pringle <o.pringle@fernhollow.example> Sent: Sep 23, 2026 9:05 AM Any update on the deadline? My staff are asking too. --- Message 34 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 23, 2026 3:30 PM Found it. SR-100 Revision 3, effective July 1, 2026, signed by the Director, changed the non- emergency response deadline from 10 to 5 business days (Section 5.2). So the answer is 5 business days, not 10. Sorry for the confusion earlier. Tomas, please update the training sheet to 5. --- Message 35 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 23, 2026 4:02 PM Will do - updating the training sheet to 5 business days. --- Message 36 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 24, 2026 8:15 AM Then the dashboard target is wrong. I'll need someone to approve changing it. --- Message 37 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 24, 2026 9:00 AM Thanks, Priya. Still open: counting from day of receipt vs. day after, and holidays. --- Message 38 --- From: Malcolm Treadwell <m.treadwell@fernhollow.example> Sent: Sep 25, 2026 4:45 PM Team - heads up. Given staffing, I plan to move the non-emergency response deadline to 7 business days starting November 1. I'll get this in front of the Director. Please start planning around 7. --- Message 39 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 28, 2026 9:20 AM Should the FAQ say 5 or 7? I don't want to publish something that changes in a month. --- Message 40 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 28, 2026 10:05 AM Until a revision to SR-100 is signed, the procedure says 5. I'd keep the FAQ and training sheet at 5 and note that a change has been proposed. Can someone confirm with the Director's office whether a revision is in progress?
Path C (Watch and verify): Read file 07 and find the deadline that was announced but never approved.
Debrief question: What did Copilot treat as decided that was not? Do not send the reply - this is practice.