The Outlook channel lets employees contact the AI Assistant by emailing a shared Microsoft 365 mailbox, such as an HR or employee support mailbox. Employees can ask questions, complete supported HR tasks, and receive replies in the same email conversation without switching to another application.
The Outlook channel provides the same AI Assistant experience available through other supported communication channels, while allowing employees to continue using email.
Ask questions
Employees can ask everyday HR questions and receive answers based on your organization's connected knowledge sources.
For example, employees can:
- Check their remaining annual leave balance.
- Understand flexible working policies.
- Find parental leave or sick leave information.
- Learn about benefits and eligibility.
- Find out how to complete an HR process.
Complete HR tasks
Depending on how your organization has configured the AI Assistant, employees can complete common HR tasks directly from an email conversation.
Examples include:
- Request time off.
- Update personal information, such as a home address.
- Request training or learning opportunities.
- Submit benefits or expense claims.
- Start HR processes, such as reporting a life event.
Some requests are completed automatically, while others guide employees through the required steps or collect additional information.
Share supporting information
When additional information is needed, employees can include supported attachments as part of the conversation.
Depending on your organization's configuration, employees can also share supported files through Microsoft OneDrive. Unsupported or unsafe files aren't processed.
Get additional support
If the AI Assistant can't fully resolve a request, it can route the conversation to the appropriate HR team or create a case for follow-up.
This allows employees to continue using the same communication channel while ensuring more complex requests reach the right people.
Continue the conversation
Employees can reply to the same email thread to ask follow-up questions or provide additional information. The AI Assistant maintains the conversation context throughout the email thread, helping create a consistent support experience.
What responses can include
Depending on your organization's configuration, responses can include:
- Answers based on connected knowledge sources.
- Links to supporting articles or resources.
- Visual information, such as time off balances or organization charts.
- Guidance if part of a request couldn't be processed.
The information available to employees depends on how you configure the AI Assistant, knowledge sources, and business workflows.