In Copilot Service Workspace, agents working with Incoming Emails currently have no way to immediately see whether an email contains one or more attachments without opening the record.

This limitation applies in particular to:

• Email views
• Dashboards
• “Items available to work on”

As a result, agents must open each incoming email just to verify if documents are attached, which significantly slows down triage and prioritization, especially in high-volume service environments.

Business Impact

Lack of visibility on email attachments causes:

• Inefficient triage: agents open emails unnecessarily just to check for documents
• Slower response times in document‑driven processes (e.g. contracts, invoices, certifications, regulatory documents)
• Reduced productivity in high‑volume queues
• Poor UX compared to Outlook, where attachment presence is immediately visible

In many industries, the attachment—not the email body—is the most important element.

Proposed Solution

Introduce a native “Has Attachment” indicator for incoming emails, available as:

• A boolean column (Yes/No) usable in views and dashboards
• and/or
• A simple visual indicator (📎 icon) similar to Outlook

This indicator should be available in:

• Email entity views
• Copilot Service Workspace lists
• “Items available to work on”

The indicator does not need to expose attachment details—only whether at least one attachment exists.