Working with customers
Copilot
An AI operations assistant that reads your chats and analytics and proposes improvements you approve.
Open Copilot at the top of your agent's menu and ask anything — *why do customers keep asking for a person?*, *make replies shorter on WhatsApp*, *what did people ask this week that we couldn't answer?* — or start from a quick skill: Audit my agent, Improve the instructions, Fill knowledge gaps, How are my credits used?, Weekly insights, Write tests for me.
What it can see
Your settings and instructions, sources and Q&A, actions, procedures and widgets, analytics (chats, answer rate, handoffs, CSAT, topics, moods), the questions your agent couldn't answer, recent and unhappy chats, credit use per model and day, and your tests. It can search your knowledge to check what the agent knows.
Changes you approve
When it suggests a change it creates a proposal: new instructions (shown as a line-by-line diff), settings (old → new), Q&A pairs, a procedure, switching an action on or off, guardrails or a test. Nothing changes until you click Approve. It never makes up business facts — where it doesn't know a price or policy, it writes *[fill in]* for you.
Weekly insights
Switch on Weekly insights email and every week the Copilot emails you the key numbers and two or three things to do next.
Copilot replies use credits like a normal reply.