Skip to main content
Copilot is the heart of the AI-support-assistant workflow: the AI handles what it can for your visitors, and Copilot carries the rest to your team. Get instant suggested responses based on your knowledge base, customer context, and conversation history — on live chats, support email, and CRM tickets alike. Respond faster while maintaining accuracy.
Copilot suggestions are only visible to you, never to the customer.

​
How Copilot Works

While you’re chatting with a customer, Copilot:
  1. Analyzes the conversation in real-time
  2. Searches your knowledge base for relevant information
  3. Considers customer context (integration data, history)
  4. Suggests response options you can use or edit

​
Using Copilot

Copilot is a chat interface in the Copilot tab of the right sidebar. It helps you by:
  • Answering your questions about products, policies, or customer information
  • Searching your knowledge base for relevant information
  • Looking up customer data from integrations
  • Providing context about the conversation
AI Copilot Interface

​
How to Use Copilot

1

Open Copilot Tab

Click the Copilot tab in the right sidebar to open the chat interface. You’ll see a chat interface where you can ask questions.
2

Ask Questions

Type your question in the input box at the bottom. For example:
  • “What’s our return policy?”
  • “What products does this customer have?”
  • “What did the customer ask about earlier?”
Copilot will search your knowledge base, integrations, and conversation history to provide an answer.
3

Review the Response

Copilot displays its response in the chat. You can see sources it used (like knowledge base pages or integration data) below the response.
4

Copy to Chat (Optional)

Click the copy button on any response to copy it to your chat message box, then edit and personalize it before sending to the customer.

​
What Copilot Uses

Copilot draws from multiple sources to create relevant suggestions:

​
Knowledge Base

  • Website content
  • Uploaded files
  • Q&A entries

​
Customer Context

Copilot reads internal notes in the Copilot chat and when it drafts a reply (Draft reply and the wand), so it can use what your team already knows. Copilot is instructed never to quote or reveal a note in a draft for the customer. It is an AI model, so always review a draft before you send it.

​
Integration Data

If you have integrations connected: Shopify:
  • Order status and tracking
  • Product details
  • Customer purchase history
Calendly:
  • Available appointments
  • Scheduled meetings
HubSpot:
  • Ticket history and support context
  • Contact lifecycle stage and owner
Custom Tools:
  • Any data your tools return
The more data sources you connect, the smarter Copilot becomes.

​
Copilot Features

​
Draft a Reply

Turn any customer message into a ready-to-send reply with one click. Hover a message and click Draft reply — Copilot writes a complete draft straight into your composer, using the conversation, your knowledge base, and the customer’s context. Tweak it and send. Draft reply works across channels:
  • Live chat: hover any visitor message and draft a reply grounded in your knowledge base.
  • Email (IMAP): on any email conversation in the unified inbox, click Draft reply with Copilot to draft a response to the customer’s email. Send it and it goes out from your connected mailbox, threaded under their original email.
  • CRM tickets: draft responses for HubSpot and Zendesk tickets right from the unified inbox, then send them back into the original ticket thread.
  • Reads visitor attachments: when a visitor shares a PDF, document, or image, Copilot reads it so the draft can reference what they sent.
  • Drafts persist: your draft is saved as you switch between tickets, and a Copilot draft stays with its conversation, so it is still there after a reload and in the mobile app.
Draft reply is a starting point — review and personalize it before sending.

​
Auto-Draft Replies

Copilot can write a draft for you before you open the conversation. It is off by default.
  1. Go to Settings → Inbox → Copilot drafts.
  2. Turn on Auto-draft replies and click Save Copilot drafts.
When a visitor sends a new message in a handed-off widget conversation, a direct-message ticket, or an email ticket, Copilot drafts a reply in the background. The conversation shows a Draft ready badge in the inbox list, on web and in the mobile app. When you open it with an empty reply box, the draft is put in the box for you to review and send.
  • One AI message per draft: each auto-draft counts toward your AI message quota.
  • Skipped senders: spam, auto-replies, and no-reply senders get no draft.
  • No draft when AI auto-reply answers: if the email inbox’s AI auto-reply replies to the message, Copilot does not draft.
  • Override per email inbox: open the email integration’s configure page and use Copilot auto-draft for this inbox: Use website setting, On for this inbox, or Off for this inbox.

​
Change a Draft’s Tone and Length

When a Copilot draft is in the reply box, buttons above it reshape it: Shorter, Longer, More formal, and More friendly. The rewrite stays in the visitor’s language. Click Discard to remove the draft. To set the tone of every draft, manual or automatic, choose Default draft tone (Neutral, Formal, or Friendly) in Settings → Inbox → Copilot drafts. Each rewrite uses one message credit.

​
Draft Edit Tracking

When you send a reply, BubblaV records what happened to the Copilot draft:
  • Sent as-is: you sent the draft unchanged.
  • Lightly edited: up to about 30% of the words changed.
  • Heavily edited: up to about 70% of the words changed.
  • Discarded: more than 70% changed, or you clicked Discard.
The Copilot drafts card in Reports shows the counts and percentages, and the weekly report email includes a summary.

​
Draft from Your Own Words (Wand)

You know the answer, but you don’t want to write the whole reply. Type a few words in the composer — for example yes, we have space or no, we are fully booked — and click the wand button. Copilot treats your words as your decision and writes a complete, polite reply around them. It uses the conversation, your knowledge base, and the customer’s context, the same as Draft reply.
  • Your words steer the answer: type the opposite and you get the opposite reply. Copilot does not change your decision.
  • The reply is in the visitor’s language: you can type in any language. If a visitor writes in Dutch and you type yes, we have space, the draft is in Dutch.
  • Your words are never sent by mistake: while Copilot drafts, Send and Enter-to-send are blocked. Your text stays in the composer until the draft starts to appear. If the draft fails, your text comes back.
  • Email conversations: the email signature you configured is added when you send, so Copilot removes its own closing line (for example “Best regards”) from the draft. This check recognizes English closings only.
1

Type your guidance

In the reply composer, type the key point of your answer in a few words. The wand is active only when the composer has text.
2

Click the wand

Copilot replaces your text with a full reply. The button shows Drafting a reply… while it works.
3

Review and send

Edit the draft if necessary, then send it.
In the mobile app, tap Draft (the wand icon next to Translate) in the reply composer. If you typed text, the text steers the draft. If the composer is empty, Copilot writes a plain draft from the visitor’s last message.
A wand draft uses one message credit, the same as Draft reply. Before the visitor’s first message (for example, a chat you started from Online Visitors), the wand rephrases your typed text instead. A rephrase does not use a message credit and accepts up to 500 characters.

​
Attach Files

Click the paperclip in the Copilot chat box to attach files to your question — up to 5 files, 10 MB each: images (PNG, JPEG, WebP, GIF), PDF, Word (.docx), and text files (TXT, CSV, Markdown, JSON, YAML). The files upload when you press Send — the send button is never blocked. If an upload fails, the message is marked failed with a Retry action that re-uploads only the failed files. Copilot reads each attached file and uses its content to answer. Uploaded files are deleted after 30 days. The Copilot sheet in the BubblaV mobile app supports files the same way. Copilot searches your knowledge base to answer questions:

​
Integration Data Lookup

Copilot can access data from your connected integrations:

​
Web Search (Optional)

Enable web search to get real-time information from the internet:
  1. Toggle the Web Search switch in the Copilot interface
  2. Ask questions about external topics
  3. Copilot will search the web and provide current information
Web search is disabled by default. Enable it when you need information not in your knowledge base.

​
Best Practices

Copilot is smart but not perfect. Read suggestions before sending.
Insert the customer’s name or reference specific details they mentioned.
Copilot shines when you need accurate policy info or product details.
If the first suggestion isn’t quite right, click Regenerate for alternatives.
Better knowledge base = better Copilot suggestions. Keep content updated.

​
When to Use Copilot

​
Great For

✅ Looking up policy details ✅ Finding product information ✅ Checking customer order history ✅ Getting technical specifications ✅ Understanding conversation context

​
Remember

  • Always personalize drafts and suggestions before sending to customers
  • Use your judgment for emotional or sensitive situations

​
Copilot Tips

​
Best Practices

  • Be specific: Ask clear, specific questions for better answers
  • Use for lookups: Great for finding policy details, product information, or customer data
  • Copy and edit: Copy Copilot responses to your chat, then personalize them before sending
  • Enable web search: Turn on web search when you need information not in your knowledge base

​
Team Benefits

Copilot helps your entire team:

​
For New Agents

  • Learn correct answers quickly
  • Consistent information from day one
  • Reduced training time
Day-one onboarding: because Copilot drafts replies from your knowledge base, a brand-new agent can handle real conversations on their first day — reviewing, personalizing, and sending AI-drafted responses while they absorb your policies, products, and tone. Instead of weeks shadowing senior teammates, they learn by doing, with every draft grounded in the same sources your veterans use.

​
For Experienced Agents

  • Handle more chats simultaneously
  • Never forget policy details
  • Focus on relationship building

​
For Managers

  • Ensure consistent quality
  • Reduce errors across team
  • Track which suggestions work best

​
Improving Copilot

Make Copilot more helpful:
1

Update Knowledge Base

Add missing information to your knowledge base so Copilot can find it
2

Add Q&A Pairs

Create Q&A entries for frequently asked questions
3

Connect Integrations

Connect more integrations (Shopify, Zendesk, etc.) for richer customer context
4

Keep Content Updated

Regularly update your knowledge base with current information

​
Troubleshooting

  • Check your internet connection
  • Verify you have knowledge base content
  • Try refreshing the page
  • Update your knowledge base content
  • Add specific Q&A pairs for common questions
  • Check for outdated information
  • Add more detailed content to knowledge base
  • Connect integrations for customer context
  • Enable web search for external information
  • Auto-draft replies is off in Settings → Inbox → Copilot drafts
  • The email inbox’s Copilot auto-draft for this inbox is set to Off for this inbox
  • Your AI message quota is used up
  • The sender is spam, an auto-reply, or a no-reply address
  • The inbox’s AI auto-reply already answered the message
  • Your plan does not include Copilot (Pro)

​
Next Steps

Chat with Customers

Master the chat interface

Knowledge Setup

Improve Copilot with better content