Discover
Copilot is an AI helper for agents, inside each conversation. Ask it to summarize, draft a reply, review tone, translate, or look something up.
Plan & access: Startups, Business or Enterprise Pricing & Plans. Any agent can use it, in any inbox. There is nothing to turn on per inbox. Each Copilot request uses Captain credits.
Set up & try
Before you start
- At least one Captain assistant. Copilot uses an assistant's knowledge when it looks things up. Copilot also searches your help center articles if you have permission to manage the knowledge base. The assistant does not need to be connected to an inbox. For AI that helps agents but never replies to customers, create an assistant and do not connect it to any inbox. See Set up a Captain assistant and connect your inboxes.
Use Copilot
-
Open a conversation.
-
On the right, open the Copilot tab.
-
Pick a starter from Try these prompts (Summarize this conversation, Suggest an answer, Rate this conversation), or type your own request. Outside a conversation, Copilot offers High priority conversations and List contacts instead.
-
If you have several assistants, use Select Assistant to choose whose knowledge to use.
-
When Copilot drafts a reply you like, click Use this to put it in the reply box. Edit, then send.
-
Click Reset to start over.
Test it
Open a real conversation, choose Suggest an answer, and check the draft uses your product knowledge.
Get value
-
Be specific: "Write a polite reply explaining the delay and offering delivery on Friday" works better than "reply".
-
Always read a draft before sending. Copilot suggests; the agent decides.
-
Use Show steps to see how Copilot reached an answer.
-
Suggest an answer in Copilot uses the selected assistant's full setup: its description, response guidelines, guardrails and FAQs. Suggest a reply in the reply editor uses only FAQs (from the inbox's connected assistant, or all approved FAQs in the account), not guidelines or tone.
-
Editor actions such as rephrase and summarize are separate AI features.
-
To get suggested labels or a priority for a conversation, use Suggest with Captain in the conversation sidebar.
Troubleshoot
| Symptom | Likely cause | What to do |
|---|---|---|
| No Copilot tab | Account is on Hacker (free), or Captain is not enabled | See Get started with Captain AI |
| "You are out of Copilot credits. You can buy more credits from the billing section." | No credits left | Buy credits in Billing, or wait for renewal |
| "There was an error generating the response. Please try again." | Temporary error | Try again |
| Answers ignore your docs | Wrong assistant selected, or it has no documents | Use Select Assistant; add documents |
More causes: Troubleshoot Captain.