Copilot

Copilot is an AI assistant built into the conversation view. It helps agents reply faster by drafting responses, summarizing long threads, reading customer intent and sentiment, and answering questions using your knowledge base. Copilot is private to the agent - customers never see your Copilot chat, and nothing is sent to the customer until you choose to use a draft.

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Opening Copilot

In any conversation, open the right panel and select the Copilot tab, or press ⌘ + J (Ctrl + J on Windows) to toggle it.

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Asking Copilot

Type a question in the composer at the bottom of the panel and press Enter. You can ask questions like:

• Draft a reply to the customer
• Summarize the conversation
• What is the customer’s sentiment?

Copilot reads the recent messages in the current conversation for context and searches your knowledge base when needed. Answers are grounded in your knowledge base, so they’re based on your content rather than guessed. When Copilot uses your knowledge base, the relevant sources appear below its answer. Click a source to open it in a new tab.

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Drafting and using replies

When you ask Copilot to draft a reply to the customer, it searches your knowledge base for relevant information and automatically writes a reply for you. Once the reply is drafted, it appears in a Suggested reply card. You can use it by clicking the Use draft button, which inserts the text straight into the live-chat composer, where you can edit it before sending.

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Refining a draft

You can also use the three-dots menu on a draft card to refine it without retyping your request. The following actions are available: Each refinement produces a new draft so you can compare and pick the best version.

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Settings

Click the settings icon at the top of the Copilot panel to open the Copilot settings. You can configure the following:

• Tone - controls how Copilot phrases drafted replies. This setting is yours only and doesn’t affect your teammates.

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Managing the thread

The three-dots menu at the top of the Copilot panel allows you to manage the thread.

• Restart Copilot chat - clears the current Copilot thread and starts fresh.
• Manage knowledge - opens your knowledge base in a new tab so you can fix or add content.