Skip to main content
Copilot is your AI assistant during live chats. Get instant suggested responses based on your knowledge base, customer context, and conversation history. 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

DataHow It Helps
Current pageUnderstand what they’re looking at
Previous chatsReference past conversations
Name/emailPersonalize responses

​
Integration Data

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

​
Copilot Features

Copilot searches your knowledge base to answer questions: 
You: "What's our return policy?"

Copilot: "Based on your knowledge base, you offer full 
refunds within 30 days of purchase. Items must be in 
original condition with tags attached. [Source: Return 
Policy page]"

​
Integration Data Lookup

Copilot can access data from your connected integrations: 
You: "What orders does this customer have?"

Copilot: "This customer has 3 orders:
- Order #12345: $89.99 (Shipped)
- Order #12346: $45.50 (Delivered)
- Order #12347: $120.00 (Processing)
[Source: Shopify integration]"

​
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

  • Copilot is a research tool, not a response generator
  • Always personalize responses 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

​
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

​
Next Steps

Chat with Customers

Master the chat interface

Knowledge Setup

Improve Copilot with better content