AI copilot

The AI copilot is a section of the customer panel that helps you answer faster. It suggests replies drawn from your knowledge bases, summarises the conversation, translates, and finds answers in your knowledge. The copilot never sends anything. It only puts text in your reply box, and you decide whether to send it.

Go to Inbox, open a conversation, and find AI copilot in the customer panel on the right. Click its heading to fold it away or open it. The app remembers your choice.

Nothing in the copilot runs on its own. Each button is one request to the AI, which your organisation pays for, so it only runs when you click.

Summary

Get a short summary of the conversation so far, for example when you pick up a conversation from a colleague.

1. Under Summary, click Summarise.

The summary shows when it was made. If new messages have arrived since, you'll see "New messages since this summary." Click Refresh for an up-to-date one. A summary may be labelled At handover if it was made when the conversation was handed over, or On request if someone asked for it.

Intent

See what the customer's latest message was about, using your organisation's intents (for example "order status" or "refund").

1. Under Intent, click Detect. To check again later, click Detect again.

The intent is written on the message, and any flows that react to intents are notified. Click the intent to filter the Inbox to all conversations with the same intent. To set up intents, see Intents.

Suggested replies

Let the AI draft replies based on the conversation and your knowledge bases.

1. Under Suggested replies, set How many drafts you want (1 to 3).
2. Click Suggest replies.
3. Read the drafts. Each shows the sources it was based on. A draft marked "No source: this draft is not grounded in your knowledge bases" didn't come from your knowledge, so check it carefully.
4. Click Use draft under the one you want. It goes into the reply box.
5. Edit it if you like, then send it as usual.

While a draft is in the reply box, the copilot shows Your edit against the draft, so you can see what you've changed. Your organisation can see whether drafts were sent unchanged or edited.

Click Suggest again for new drafts, or Discard these drafts to clear them.

To improve the answers, add documents and pages to your knowledge. See Knowledge.

Translate

Read a message in your language

1. Under Translate, click Translate the customer's last message.

The customer's original text (Customer wrote) is always shown beside the translation (In your language).

Reply in the customer's language

1. Write your reply in the reply box, in your own language.
2. Under Translate, check Customer's language. It's filled in from the customer's last message, or you can type a language tag such as en, hi or pt-BR.
3. Click Translate my reply.
4. Compare You wrote with The customer receives.
5. Click Put the translation in the composer, then send it when you're ready.

Both texts are kept. "From an earlier translation" means the result was reused rather than requested again.

Search knowledge

Look something up in your knowledge bases without leaving the conversation.

1. Under Search knowledge, type a question or a few words, for example "return window".
2. Click Search.

Matching passages appear under Matches.

If the copilot can't help right now

Related

• Reply to a conversation
• AI agents overview, for AI that answers customers in flows
• AI agents report