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Copilot

Every rep, your best rep.

Copilot sits inside the composer — drafting from your knowledge and past resolutions, summarising long threads and translating in both directions. One keystroke, then a human decides.

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Conversation · Devon Park · Copilot
Our API keys stopped working after we rotated them — getting 401s on every request since 3pm. We're on the Scale plan.
Devon · Email · 15:12
Copilot draft 3 sources
Hi Devon — rotated keys take up to 5 minutes to propagate, but 401s past that usually mean the old key is still cached in your client. Could you confirm the new key's prefix (it should start with as_live_)? If it does and you're still seeing 401s, I'll escalate to our platform team now — you're on Scale, so this is covered by the 1-hour SLA.
Docs · Rotating API keys
Resolution · #31877 “401 after key rotation” (May)
Plan policy · Scale SLA
Insert draftShorterFriendlierTranslate → PT

Drafts

Drafts that cite their sources.

Copilot writes the reply from the same knowledge Agent resolves from — your docs, your policies and the last time a teammate solved this exact problem. Every draft shows what it used, so the rep can trust it or fix it in seconds.

  • Grounded, not guessedAnswers only from your knowledge and resolved conversations. If it isn’t there, Copilot says so.
  • Tone controlsShorter, friendlier, more formal — or your saved brand voice, applied in one click.
  • Learns from editsReps’ corrections feed back into knowledge health, so the next draft is better.
Conversation · Devon Park · Copilot
Our API keys stopped working after we rotated them — getting 401s on every request since 3pm. We're on the Scale plan.
Devon · Email · 15:12
Copilot draft 3 sources
Hi Devon — rotated keys take up to 5 minutes to propagate, but 401s past that usually mean the old key is still cached in your client. Could you confirm the new key's prefix (it should start with as_live_)? If it does and you're still seeing 401s, I'll escalate to our platform team now — you're on Scale, so this is covered by the 1-hour SLA.
Docs · Rotating API keys
Resolution · #31877 “401 after key rotation” (May)
Plan policy · Scale SLA
Insert draftShorterFriendlierTranslate → PT

Summaries

Summaries for the handoff.

Long threads, escalations, shift changes: Copilot summarises what happened, what was promised and what’s still open — for the next rep, the engineer in Slack, or the customer’s account record.

  • One-line to full briefPick the depth. Post it to a side conversation or a ticket without retyping.
  • Actions extractedPromised refunds, dates and follow-ups pulled out as a checklist.
  • Sentiment and riskFlags churn signals and legal language before the handoff, not after.
Inbox · Handed off by Agent
Agent summary · 3 actions taken
Customer's parcel #48213 lost in transit. Replacement #48377 created with express shipping, no charge. Now asking for goodwill discount — outside Agent permissions (limit: refunds only). Recommended: 15% code per goodwill policy. Sentiment: positive · Language: EN · VIP: yes
Thanks! Could I get a discount code for the hassle?
Ana · WhatsApp · 09:44 · assigned to Maya (Tier 2) · SLA 1h

Translate

Translate in both directions.

Customers write in their language; reps read and reply in theirs. Copilot translates inbound messages and outbound replies in 31 languages, keeps product names and policies intact, and lets reps correct a phrase once so it stays corrected.

  • 31 languagesIncluding right-to-left scripts and regional variants.
  • Glossary-awareYour product names, plan names and legal terms are never “helpfully” translated.
  • Included quotaTen free Copilot and ten AI-translation conversations per rep, every month, on every plan.
Conversation · Sam Okafor · Omnichannel
Where's my order? WhatsApp
It's out for delivery today, Sam — tracking says by 4pm.
Great, and can I get the invoice emailed? Email
Sent to sam@helio.energy just now. Same thread, whichever channel you reply on.
Perfect, thanks. In-app
One conversation · three channels · one record

Results

Faster replies, fewer escalations.

2.4×
Faster median reply
Teams using Copilot on every conversation
31
Languages
Understand and reply
$29
Per rep, per month
Billed annually · $35 monthly · See add-ons

FAQ

About Copilot.

Is Copilot included in my plan?
Every plan includes ten free Copilot conversations and ten AI-translation conversations per rep per month. Unlimited Copilot is an add-on at $29 per rep per month billed annually, or $35 billed monthly.
Does Copilot send replies automatically?
No. Copilot drafts; a person sends. If you want autonomous resolution, that is Agent — and the two share the same knowledge and guardrails.
Where does Copilot get its answers?
Only from your connected knowledge and resolved conversations in Aftersales. It cites sources on every draft and tells the rep when it doesn’t have enough to answer.
Can I turn Copilot off for some teams?
Yes — per inbox, per role, or per rep. Admins can also restrict which knowledge collections Copilot may draft from.

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