Copilot: the agent assistant

Copilot is the AI mode built for agents. It works inside a conversation and helps you get to grips with it faster. Customers never see it.

What it does

Sets out what the customer wants, what has been done and what is left. Handy when handing a conversation over or after a long thread.

Drafts an answer to the customer's last question. You can drop the draft into the message box and edit it before sending.

Scores the thread out of five and explains what could have gone better.

Answers questions about your data: high-priority conversations, a list of recent contacts and similar.

Open a conversation and switch to the Copilot panel on the right. If you have several assistants, pick the one you want.

Every Copilot request costs one AI Agent credit, the same as a reply to a customer.

Always reread a suggested reply before sending: Copilot does not know about agreements that are not in the thread or the documents.
The summary is especially useful when handing conversations between shifts.
If Copilot keeps getting facts wrong, the documents are usually the cause — tighten them.