Inbox co-pilot
Help live agents draft replies, summarise conversations, and resolve cases from the Inbox.
Inbox co-pilot is available on all plans. Using it requires at least the View livechats assigned to the user permission. Configuring it requires the Manage AI agents permission.
Inbox co-pilot is a Proto-hosted LLM assistant available for livechats and tickets. It can use conversation context, person history, and a dedicated knowledge base to answer questions and recommend responses.
Ask the co-pilot
Go to Inbox.
Select a livechat or ticket.
Select Co-pilot in the conversation details panel.
Enter a question.
Use the co-pilot to draft a reply, summarise the conversation, or retrieve information from its knowledge base.
Draft a reply
Select a conversation in the Inbox.
Select Draft reply above the message composer.
The Co-pilot tab opens automatically and asks, What should I reply? The co-pilot uses the current conversation to suggest a response.
Select one of the following:
Accept
Places the suggested reply in the composer without sending it. You can edit it before sending.
Deny
Dismisses the suggestion and leaves the composer unchanged.
Mediate a conversation
Mediate mode uses more extensive reasoning to help the live agent understand and resolve a case. Its response can analyse the situation, possible root cause, customer sentiment and stakes, available options, recommended resolution, and next steps or risks.
Select Mediate above the message composer.
Ask a question in the Co-pilot tab.
Mediate mode remains active across subsequent questions. Select Mediate again to turn it off.
If you ask for a suggested reply, the co-pilot provides Accept and Deny controls. Accepting the suggestion places it in the composer without sending it.
Mediation requires access to the current conversation.
Configure Inbox co-pilot
Go to Settings → Teamspace → Inbox co-pilot. Configuration is split across the Agent and Knowledge tabs.
Agent
Data access
Choose which information the co-pilot can use when answering live agents.
Access all conversations
Allows the co-pilot to reference any conversation in the workspace.
Access current person's profile and conversation history
Allows the co-pilot to reference the open person's profile and previous conversations.
Access current conversation
Allows the co-pilot to reference and mediate the active conversation. Required for mediation.
Personalisation
Select the LLM used by the co-pilot and edit its personality prompt. The prompt defines the co-pilot's role, environment, tone, goals, and general behaviour.
Select Save to confirm your changes.
Knowledge
The Inbox co-pilot has a dedicated knowledge base. These sources provide information to the live-agent assistant and are separate from the sources used to train customer-facing AI agents.
Select one of the three options at the top of the Knowledge base table.
Upload a file
Supported file types: CSV, JSON, PDF Maximum file size: 5 MB
Select Upload file.
Enter a name for the source.
Drag and drop the file or select Browse Files.
Select Create.
Add a URL
Select Add URL.
Enter a name and the full HTTPS URL.
Choose a scope:
URL webpage uses only the page at the specified URL.
All webpages crawls and trains on pages linked from the URL.
Optionally enable automatic retraining and select an interval.
Select Create.
Paste a snippet
Select Paste snippet.
Enter a name.
Paste or enter the content in Text snippet.
Select Create.
Manage knowledge sources
The Knowledge base table displays each source's name, last-updated date, and status.
Pending
Queued for training
Loading
Training in progress
Success
Trained and active
Fail
Training failed—remove the source and try again
To delete a source, select its row and use the delete option.
Related
InboxMessage editorRoles & permissionsKnowledgeLast updated