AI Copilot for Agents

The AI Copilot assists your support agents by suggesting replies, summarizing conversations, and analyzing customer sentiment — all in real time as they work.

Reply Suggestions

When you open a conversation, the AI Copilot analyzes the customer's message and your knowledge base to suggest a reply. The suggestion appears above the composer with a Use this reply button.

• Click Use this reply to insert the suggestion into the composer for editing
• Click Dismiss to hide the suggestion
• The AI learns from which suggestions agents accept or dismiss

How Suggestions Work

1. The copilot reads the customer's most recent message and conversation history
2. It searches your knowledge base and resolved conversations for relevant content
3. It generates a contextual reply that matches your workspace's tone of voice
4. The suggestion appears within 2–3 seconds

Conversation Summary

For long conversations, click the Summarize button in the toolbar to get a concise summary:

• Key issues raised by the customer
• Actions taken so far
• Current status and next steps

This is especially useful when taking over a conversation from another agent.

Sentiment Analysis

The copilot continuously analyzes customer sentiment and displays an indicator in the conversation sidebar:

• 😊 Positive — Customer is satisfied or neutral
• 😐 Neutral — Standard interaction
• 😠 Negative — Customer is frustrated or upset

When sentiment turns negative, the copilot may suggest de-escalation language or recommend involving a senior agent.

Beta note: Sentiment analysis is currently in beta and available on Pro and Enterprise plans. Accuracy improves over time as the model trains on your workspace's data.

Configuration

1. Go to Settings > AI > Copilot
2. Toggle which features to enable:
   • Reply suggestions (on/off)
   • Auto-summarize on handoff (on/off)
   • Sentiment analysis (on/off)
3. Set the Tone of voice — Professional, Friendly, or Custom
4. Click Save

Privacy

• The copilot only accesses data within your workspace
• Customer data is not used to train models for other workspaces
• You can disable copilot features at any time