Copilot in conversations

Open Copilot

• Click the Copilot tab in the right panel of a conversation. The panel has three tabs: Details, Copilot and Notes.
• Or click AI in the reply toolbar and pick an action. It runs in the Copilot tab. An action that cannot run right now stays in the menu, greyed out, with the reason under it.
• Or select at least 3 characters of a customer message, also inside an HTML email, and click Ask Copilot.
• When a conversation has no notes yet, the Notes tab also offers Summarize with Copilot.

The Copilot thread stays while you work on the conversation, also when you switch tabs or close the panel. When you open another conversation, it starts fresh.

What Copilot knows

Copilot reads the last 60 messages of the conversation, including private notes, and the contact with its custom attributes. If you connected Shopify, WooCommerce or Stripe, it also sees the customer's orders and payments from there. For a voice message from WhatsApp or Telegram, Copilot reads its automatic transcript, so answers and summaries cover what the customer said.

For your questions and for Suggest a reply, it also searches your Training Hub (websites, help center, documents and FAQ lists) and the published articles of your help center. In an inbox with a bot, it uses the sources shared with all bots plus that bot's own sources.

Answers show how many sources they used (for example "2 sources used"), with numbered markers in the text. Click a number to see its source in the list below the answer; a source with a link opens in a new tab. When Copilot finds nothing in your knowledge base, it says so: check the facts before you send such an answer.

What Copilot helps with

Copilot is there for your work on the conversation. It helps with:

• this conversation and this customer, including their orders, payments and subscriptions,
• your knowledge base: the Training Hub and your help center,
• writing, improving, translating and summarizing text for the case, including how to phrase a reply,
• how Deskwoot works, in the dashboard and in the iPhone and Android app, for example where to turn off pushes for new messages.

Copilot is set up to decline other requests, such as trivia, poems, jokes, coding help or a sum that has nothing to do with the case. It then shows the same short note every time, in your dashboard language: "That's outside what I can help with here. I can help with this conversation and the customer, your knowledge base, drafting or improving a reply, and how Deskwoot works." Arithmetic for the case still works, for example a refund amount or the days left in a return window. When a request mixes both, Copilot helps with the part about the case and says in one sentence that it leaves the rest out.

Questions about Deskwoot are answered from a reference built into Copilot, with the names of pages and buttons as the dashboard or the app shows them. When the reference does not cover a question, Copilot says that it does not know.

Quick actions

• Suggest a reply writes a reply to the customer in the customer's language. It answers what the customer wrote since your team's last reply (a reply that only promised to check does not count), and a plain thanks gets a short closing. It needs at least one message from the customer.
• Improve my draft polishes the text in your reply box and keeps its language.
• Translate my draft translates the text in your reply box into the customer's language. It needs the Business plan or higher. It checks the whole draft first: only a draft that is already all in the customer's language gets the note that there is nothing to translate, so a draft that mixes languages is translated. Your company name (the name of your workspace) stays untranslated.
• Summarize the conversation writes 3 to 6 short bullet points for your team.

You can also type your own question about the case in the box at the bottom, for example "What did the customer order?". Copilot answers questions and writes summaries in your dashboard language. Later questions keep your earlier questions and answers in mind. Copilot also remembers your quick actions, so you can correct a suggestion, an improved draft, a translation or a summary by typing what to change, for example "keep our company name" or "shorter".

Use an answer

• Add to reply adds the text at the end of your reply draft, above your email signature.
• Replace draft swaps your text for the answer and keeps your signature.
• Save as private note appears under a summary and saves it as a note for your team. The note starts with "✨ AI summary". See Private notes for your team.
• Copy copies the answer. Try another reply writes a new suggestion.
• Stop ends an answer while it is being written. Retry runs a stopped or failed answer again.
• When an answer is a reply for the customer in another language than theirs, its first button is Translate and add. This happens with a reply you asked for in your own language, or with a suggestion while you read the conversation translated. It translates the reply into the customer's language and adds it to your draft. Add to reply next to it adds the reply as it is. This needs Business or Enterprise and the Use LiveTranslate permission.
• An answer meant for you, such as an explanation, a fact or a declined request, only has Copy. It has no way into the reply, because it is not text for the customer.

What it costs

Copilot and Fynn share your plan's AI conversations. A conversation counts once per calendar month, the first time Copilot or Fynn works on it. More questions in the same conversation that month cost nothing extra.

Hacker includes 10 AI conversations, Startup 50, Business 100 and Enterprise 300. Every new workspace starts with a 7 day Enterprise trial without a card, which includes 300 AI conversations. On paid plans, more conversations are paid from your prepaid balance: $0.07 on Startup, $0.05 on Business and $0.03 on Enterprise per conversation. You see your usage under Settings > Billing > AI Usage. The details are in AI conversations and billing.

Who can use it

On Hacker, Startup and Business, everyone in the workspace can use Copilot. On Enterprise, an administrator decides under Settings > Account Settings > AI assistant in conversations: On for the whole team, Off for the whole team or Only for selected agents. People without access do not see the Copilot tab or the AI button.

Two actions also need a role permission: summaries need Summarize conversations with Copilot and translating needs Use LiveTranslate. The standard Agent role has both.

In the iPhone and Android app

The Deskwoot app for iPhone and Android has Copilot too. It uses the same AI conversations and the same access rules as the dashboard, and it answers questions and writes summaries in the language of the app, which you pick under More > Settings > Language.

• Copilot tab: open a conversation and tap Copilot next to Conversation and Details, or swipe to it. Type into Ask Copilot a question, or tap a quick action: Suggest a reply, Improve my draft, Translate my draft or Summarize the conversation. Answers show the sources they used, for example "2 sources used".
• Use an answer: tap Add to reply or Replace draft to put it into your message field. Under a summary you find Save as private note. The Copilot thread stays while you switch tabs. When the answer is a reply for the customer in another language than theirs, Translate and insert translates it and puts it into the field, under the same conditions as on the web. Answers meant for you only have the copy button.
• Ask about one message: press and hold a customer message and tap Ask Copilot. To ask about only part of it, select that part in the opened message before you tap, and Copilot gets only that part.
• AI draft from the menu: tap the round arrow button left of the message field. Suggest reply writes a reply, and Improve draft polishes the text you typed. The result opens as AI draft in place of the message field: Rewrite writes another version, Insert reply puts it into the field, and the X discards it. Summarize in the same menu runs in the Copilot tab.
• Translate & insert: on Business and Enterprise, with the Use LiveTranslate permission, the AI draft is written in your app language. When the customer writes in another language, the button reads Translate & insert and translates the draft into the customer's language as it goes into the field.

Nothing reaches the customer until you tap send.

Frequently asked questions

Does Copilot send anything to the customer?

No. You decide with Add to reply or Replace draft, and you send the reply yourself.

Why does Copilot say it found nothing in my knowledge base?

Your Training Hub and published help center articles do not cover the question yet. Add a source in the Training Hub or publish an article, and Copilot can use it next time.

Does Copilot read private notes?

Yes, it uses them to understand the conversation and may mention them when it answers you. It is instructed never to quote or reveal a note in text meant for the customer, so still read every reply before you send it.

Can Copilot translate my reply into the customer's language?

Yes, with Translate my draft. Write your reply in your language first. This needs the Business plan or higher. To read the customer's messages in your language, see Multilingual conversations. When Copilot writes a reply for you in your own language, Translate and add under it puts the reply into your draft in the customer's language.

What happens when our AI conversations are used up?

The Copilot tab says so. People who can manage billing get an Open billing link; everyone else sees "Ask an administrator to upgrade the plan or top up the balance." Conversations that already counted this month keep working.

How is Copilot different from Help in the rail?

Help answers questions about using Deskwoot and never sees your conversations. Copilot works on one conversation. See Help or Copilot. While you work on a conversation, Copilot can also answer how Deskwoot works.

Is there a limit on how often I can ask?

Yes, a fair use limit: up to 20 Copilot requests a minute for each person and 60 an hour in one conversation. If you hit it, Copilot asks you to wait and try again.

Can I use Copilot in the iPhone and Android app?

Yes. The iPhone and Android app has the Copilot tab with questions, sources and the quick actions, Ask Copilot when you press and hold a customer message, and AI drafts from the menu left of the message field. Everything counts toward the same AI conversations. See the section In the iPhone and Android app above and The Deskwoot app for iPhone and Android.