Agent Copilot

Agent Copilot helps your team when they take over a conversation in Live Conversations. It drafts replies from your knowledge base, improves what your agents write, translates messages and summarizes long chats.

It works in any language. A visitor can write in German while your agent reads and writes in English, and the visitor still gets the answer in German.

Turn it on

1. In the dashboard, open the Plugin Directory and turn on Agent Copilot.
2. Open a chat in Live Conversations. The Copilot bar appears above the reply box.

What your agents can do

Suggest a reply

Copilot reads the conversation and your knowledge base and writes a reply draft. Add an instruction, such as "offer a callback", to steer it, and choose the language: the visitor's or any other.

Rewrite a draft

Make a draft better, shorter, more formal, friendlier or more detailed with one click. The rewrite keeps the language of the draft.

Translate messages

Translate any message in the chat into your own language, and translate your draft into the visitor's language before you send it. Copilot detects the visitor's language and warns you when your reply is in a different one.

Summarize the chat

Get a short summary of a long conversation: what the visitor needs, the important details and what's still open.

Common issues

I don't see the Copilot bar. Check that Agent Copilot is turned on in the Plugin Directory, then reopen the conversation.

Suggestions miss information about my business. Copilot uses the same knowledge base as your AI assistant. Add the missing details to your knowledge base and try again.