Currently, when users are in the email entity of the customer service workspace and they select the 'write an email' feature from the productivity pane, Copilot suggests prompts for writing an email. If a user selects one of the prompts, Copilot returns an error message, as the prompts do not have any context. If the user is in the case entity and does the same steps, Copilot does not present the user with any prompts until they have opened an email record via the case timeline. At that point, Copilot has context with which to write an email, so the prompts work as intended. Microsoft have confirmed that the above accounts are all by design, in which case, from a user experience perspective, that design would benefit from being changed so that Copilot does not offer prompts on any entity, until an email record is opened.