AI Copilot

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AI Copilot is your intelligent assistant that appears alongside every conversation. It provides response suggestions, customer insights, and access to your knowledge base—all without the customer seeing any of it.

Accessing AI Copilot

When you select a conversation in the Inbox, the AI Copilot panel appears on the right side. If you don’t see it, ensure you have the AI Copilot feature enabled in your plan.

Three Modes of Operation

The Copilot has three tabs at the top of the panel.

1. Assist Mode

Purpose: AI is helping you craft a response

Assist mode provides:

  • Response Suggestions: AI-generated reply options based on the conversation context and your knowledge base
  • Alternative Labels: Different approaches for the same suggestion (e.g., “Empathetic”, “Direct”)
  • Rationale: Why the AI suggested this particular response
  • Tone Analysis: Real-time analysis of the customer’s tone and sentiment

Using Suggestions

  1. Review the suggestion card
  2. Click the suggestion to insert it into your composer
  3. Edit if needed before sending
  4. A toast confirms “Added to composer”

Refresh: Click the refresh icon to regenerate suggestions based on new messages.

2. Knowledge Mode

Purpose: Verified internal guidance · Never sent to customer

Knowledge mode lets you query your internal knowledge base:

  1. Type a question in the input field
  2. Press Enter or click Send
  3. Review the AI’s response with confidence indicators
  4. Click Insert into reply to use verified content in your response

Governance Label

The panel displays a lock icon with
“Verified internal guidance · Never sent to customer”
to indicate this content is for agent reference only.

Confidence Badges

  • High confidence: Green badge
  • Medium confidence: Yellow badge
  • Low confidence: Consider manual verification

3. Context Mode

Purpose: Conversation summary · Read-only

Context mode provides:

  • Conversation Summary: AI-generated summary of the entire conversation thread
  • Key Points: Important details extracted from the conversation
  • Read-only: This mode is for reference only and cannot be edited

Intent and Sentiment Detection

Assist mode displays:

  • Customer Intent: What the customer is trying to accomplish (e.g., “Return Request”, “Product Inquiry”)
  • Sentiment: Positive, neutral, or negative
  • Escalation Indicator: Flag if the conversation needs human escalation

When AI Copilot Is Unavailable

If AI Copilot shows “Select a conversation to see AI insights”, ensure you have:

  1. Selected a conversation from the list
  2. Verified your plan includes AI Copilot features
  3. Connected at least one channel

Best Practices

  1. Review before sending: Always read suggestions before inserting them
  2. Use Knowledge mode: Query the knowledge base for policy-related questions
  3. Trust confidence scores: Higher confidence means better alignment with your content
  4. Personalize responses: Adapt AI suggestions to the customer’s situation
  5. Refresh strategically: Regenerate suggestions after receiving new information