The teammate who’s read everything

Today Copilot automatically summarizes every conversation into a 3-bullet brief, translates inbound threads into your operator's language with a one-click "Show original" toggle, and translates your outgoing drafts into the customer's language. AI reply drafting and free-form knowledge-base questions are in early access — book a demo to join.

Every time a customer sends a message, Copilot regenerates a background summary of the last 50 messages: what the customer needs, what was offered, and where things stand — three bullets, each 15 words or fewer. Summaries appear above the thread and in the case details, written in each operator's profile language. Bot-handled threads and Zendesk-synced tickets are covered too.

Operators choose from 15 interface languages for summaries and translation. On the customer side, Copilot detects the language automatically and translates in both directions — inbound threads into your language, outbound drafts into theirs. Up to 50 messages are translated per pass, and translations are cached so threads reopen instantly.

Yes — that's the core of the early-access drafting feature. Reply drafts are generated with retrieval over the knowledge sources linked to your agent, and every draft cites the sources it used so operators can verify before sending. The same knowledge base powers your customer-facing AI Agent, so there's nothing extra to maintain.

Copilot actions draw from the same unified AI-requests quota as your customer-facing AI replies, one for one. There's no separate per-seat Copilot add-on and no hidden meter — one pool, visible in your usage dashboard.

Yes. Copilot runs on the conversation itself, not the channel: summaries auto-generate for messages arriving from your chat widget, email, and Zendesk Support sync alike, and translation works on any thread in the inbox.