Agent Copilot

Copilot opens from the orb at the bottom of the left rail (or Cmd+/). It appears as a floating window you can dock to the right side of the screen or minimize to a pill; your chat survives navigation between pages, and Copilot works with or without an open conversation. Inside a conversation you can also switch the reply composer to Copilot mode (the Reply | Notes | Copilot toggle) to work next to your draft.

Each operator can set their preferred language in Settings → Profile. This language is used for:

• Copilot Summarize — summaries are generated in the operator's language
• Conversation Translation — messages are translated to the operator's language

Draft replies are not affected by your preferred language — they are written in the customer's language (see Draft Reply).

Supported languages: English, Russian, Spanish, German, French, Portuguese, Chinese, Japanese, Korean, Arabic, Italian, Dutch, Polish, Ukrainian, and Turkish.

Respondo summarizes conversations automatically. The first time you open a conversation that doesn't have a brief yet, a concise 3-bullet summary is generated and shown in the conversation details panel:

• What the customer needs
• What was offered or discussed
• Current status

The brief is written in your preferred language (set in Profile settings), regardless of the conversation language. If a teammate's profile language differs from the brief's language, they can use Translate brief to read it in their own language — the stored brief is unchanged.

Summaries are free: neither the brief generated when you open a conversation nor the background refresh after a new customer message counts against your AI requests. Only the plan gate applies — Copilot has to be included in your plan.

Click Draft reply to generate a suggested response. The draft is based on:

• The last 10 messages in the conversation
• Relevant content from your knowledge base (RAG search)
• Your agent's system prompt and configuration

The draft is always written in the customer's language — the language they are using in the conversation. This ensures the reply feels natural to the customer.

After generating a draft, you can:

• Insert into reply — pastes the draft into the reply composer
• Copy — copies the draft text to clipboard
• Insert original — inserts the English original (shown when the draft was translated)

Use the text input in the Copilot panel to ask anything — Copilot routes your question to the right capability and answers in the chat. Plain answers render as chat replies; cards appear only for tools and charts.

Knowledge-base answers#

Ask any question about your product — answers come from your knowledge base with cited sources so you can verify the information, and they address you, the operator. The primary action Draft a reply based on this turns the answer into a customer draft. Examples:

• "What is our refund policy?"
• "How do I set up SSO?"
• "What are the API rate limits?"

Analytics questions#

Ask about your own metrics and topics — for example, "how many conversations did we get in the last 45 days?" or "what are customers asking about most?". Custom exact N-day periods are honored (up to 365 days). Answers include chart cards with an open as report link to a full editable report page you can save as a sidebar tab.

Customer history & lookups#

Ask about the current customer's past conversations, or look up conversations and contacts across your workspace without leaving the chat.

Proposed actions#

Copilot can propose inbox actions — tag, assign, snooze, escalate, merge contacts, draft a knowledge-base article, or prepare a campaign form. Nothing runs until you confirm, and the result card offers undo and retry.

One continuous chat#

Your Copilot chat is a single per-operator thread that follows you across pages — floating, docked, or minimized to a pill. The docked panel is resizable (380–720px) and remembers its width, and you can name sessions and revisit them from the history menu.

The Show translation option in the conversation "…" menu lets you translate all messages in a conversation to your preferred language. This is useful when handling tickets in a language you don't speak fluently.