What is Copilot
Copilot is the assistant for your support team. It answers your questions, builds reports, finds conversations and makes changes in your workspace when you approve them.
The 1-minute film
What Copilot is
Copilot is the assistant for your support team. It lives in the orb at the bottom of the left rail and works next to your AI agent: the AI agent answers your customers, Copilot helps the people who run support.
You talk to it in plain words, like a colleague who knows your workspace: "how was CSAT last week", "find the conversations about refunds", "turn on office hours on Saturday". It answers with text, charts and cards.
What it can do
Everything below works today. What a teammate sees depends on their role.
- Answer
- Answers questions from your knowledge base and shows the sources it used.
- Reports
- Conversation volume, CSAT, response time and top topics as charts, for any period you name.
- Search
- Finds conversations and customers by what was said in them.
- Changes
- Tags, assignment, snooze, priority, status, escalation and linked conversations; drafts of knowledge base articles; segments; your AI agent's settings; office hours; routing. Each change comes as a card with Apply. After it runs, the card offers Undo.
- Findings
- A daily review of your workspace. What needs you shows up under Right now when you open Copilot.
- Channels
- When a channel stops working (Telegram, WhatsApp, Messenger, Instagram, email, Slack or Discord), Copilot reconnects it from the finding. It then resends the replies that failed while the channel was down; WhatsApp, Messenger and Instagram replies only inside the customer’s 24-hour reply window.
- Summaries & alerts
- Scheduled digests (for example, a weekly summary on Monday morning) and a CSAT alert. Admins ask Copilot to set one up; it becomes a Copilot task they can pause, edit or delete in Settings → Copilot.
- Memory
- Facts about your business that Copilot uses in every answer. Everyone can read them in Settings → Copilot → Workspace memory; admins add and edit them there, or ask Copilot in chat to remember a fact.
- Autonomy
- For each category (Agent settings, Campaigns, Knowledge, Conversations, Memory, Tasks) an admin chooses Auto, Ask first or Never. Ask first is the default.
Opening Copilot
Click the orb at the bottom of the left rail, or press ⌘/ (Ctrl+/ on Windows and Linux).
The Copilot panel can sit docked on the right, float over the page or minimize to a small pill. Your chat stays with you as you move between pages.
Inside a conversation, the reply box has a Reply | Notes | Copilot toggle: switch to Copilot to work with it next to your draft.
The first time you open it, Copilot introduces itself and shows What I can do: each row has an example you can run with one click.
Safety & control
- Nothing changes without Apply, unless an admin set that category to Auto.
- Undo stays on the card for 24 hours for knowledge base, segments, AI agent settings, office hours, routing, memory and tasks, and for 30 minutes for conversation actions (tags, assignment, snooze, priority, status, links).
- Some actions always ask first, even with their category on Auto: escalations and contact merges (they can't be undone), resolving a conversation (it sends the customer a closing message that Undo can't recall), editing or deleting a segment (a live campaign may use it), and changes to more than 5 conversations at once.
- Auto never acts on its own initiative: only when someone asks, and with that person's permissions. Every Auto run is listed in Settings → Copilot under Done on its own, with its Undo.
FAQ
Which plans include Copilot?
Growth and Business, and every workspace during its trial. Startup plans don't include it.
Does it use my AI requests?
Draft replies, translation, language detection and Ask each count as one AI request from your plan's shared pool, the same pool your AI agent's customer replies come from. Conversation summaries are free and never count against your AI requests.
Can Copilot reply to customers?
No. Only your AI agent and your team reply to customers. Copilot can draft a reply for you to send.
Who can change autonomy?
Admins only, in Settings → Copilot → Autonomy.
Where do I start?
Open the orb and press one of the examples under What I can do. Admins can review autonomy and memory in Settings → Copilot.
Drafts, summaries, translation and Ask inside a conversation are covered in Copilot in the inbox.