Copilot
A grounded draft reply and a handoff summary for agents — what copilot writes, and why a human still presses send.
Copilot helps the agent, not the visitor. It has two modes, both inside a conversation in the Inbox.
Suggested reply
Copilot drafts an answer to the visitor's last message, grounded in your knowledge base — the same content the chatbot answers from.
The draft lands in the composer. Nothing is sent until you send it. That is deliberate: a human takeover exists precisely because the automatic answer was not enough, so the human stays in the loop.
Read the draft before sending. If it is wrong, that is a signal about your content — see Knowledge gaps.
Summarize for handoff
Copilot condenses a long thread into a short summary: what the customer wants, what has been tried, and where it stands. Use it when passing a conversation to a colleague, or when picking up a thread with 40 messages of history.
What it costs
Copilot makes a real AI call, so:
- it draws down credits like any other AI usage,
- it is subject to your workspace's monthly spend cap,
- it is rate-limited.
It does not consume your plan's flat message quota — a draft is not a visitor message.
If your workspace is out of budget, copilot says so plainly rather than failing silently:
AI copilot is unavailable — this workspace is out of AI credits or hit its
monthly spend cap.See Credits and top-ups and Cost caps.
Where to go next
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