AI Copilot sidebar
The AI Copilot is the “what should I say?” assistant. Open it inside any conversation to get reply suggestions tuned to that thread’s context — the customer’s history, the issue at hand, your tone preferences.
In this guide:
- Open the AI Copilot
- Read the suggestions
- Insert one as a draft
- Refine before sending
Step 1: Open
In a Conversation detail, tap the sparkle icon top-right of the composer. The Copilot panel slides up from the bottom.
Step 2: Read the suggestions
The Copilot offers 2–4 suggestions, each labelled with a tone:
- Empathic — leads with acknowledgement of the customer’s frustration.
- Direct — gets to the answer fast, minimal preamble.
- Procedural — walks the customer through a step-by-step.
- Apology + remediation — for cases that warrant it.
Each suggestion is full-text — what you’d actually send. The Copilot considers:
- The full thread history.
- The customer’s profile (recent orders, past tickets).
- Your saved Prompts library, if any are tagged for inbox use.
Step 3: Insert as a draft
Tap a suggestion → it loads into the composer as a draft. It does not send automatically. You always edit and send manually.
Step 4: Refine
Edit the draft — change a word, add a personal touch, fix a name. The Copilot’s suggestions are starting points, not final answers.
Tone settings
Default tone preferences are inherited from your organization’s AI Copilot settings on the web. Override per session in the Copilot panel’s ⋯ menu (e.g., when you’re handling a particularly upset customer, switch the default tone to Empathic + apology).
What the Copilot won’t do
- Send without your approval. Always a draft.
- Make commitments you haven’t authorized (refunds, free replacements, discount codes). Suggestions stop short of those; you decide.
- Use external information outside Hilal’s data. The Copilot is grounded in your account’s context only.
Coming soon
- Voice-input prompts — speak to the Copilot (“write a short empathic reply”) instead of relying on the tone presets.
- Per-customer tone memory — the Copilot can learn that customer A appreciates terse and B appreciates verbose.
Troubleshooting
- No suggestions appear. AI quota may be exceeded; check Settings → Billing on the web.
- Suggestions feel off-tone. Adjust the org-level Copilot settings on the web; or use the in-thread tone override.
- The Copilot keeps suggesting external links. Open a support ticket — this is a tone violation we can fix.