Agent Copilot

Copilot is embedded in the right-hand panel of every conversation in the dashboard. It provides three core actions that follow the natural operator workflow:

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 Reply Translation — when the customer's language differs from the operator's, a translation of the draft is shown alongside

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

Click Summarize to get a concise summary of the entire conversation. The summary highlights:

• What the customer needs
• What was offered or discussed
• Current status and next steps

The summary is generated in your preferred language (set in Profile settings), regardless of the conversation language.

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 translation — inserts the translated version (when available)

Use the text input at the bottom of the Copilot panel to ask any question directly to your knowledge base. This is useful when you need to look up specific information without leaving the conversation.

Examples:

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

Responses include source references from your knowledge base so you can verify the information.

The Translate button in the conversation header 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.