Setting up AI Co-Pilot

Introduction

Deskwoot's AI Co-Pilot is a built-in assistant that helps your support agents work faster and more consistently. It can suggest replies, summarize conversations, improve drafts, and translate messages. All without leaving the conversation view. By reducing the time spent on repetitive writing tasks, Co-Pilot lets your team focus on what matters most: solving customer problems.

Using AI Assist in Conversations

Getting started with AI Co-Pilot takes just a few clicks. Follow the steps below to begin using it in any active conversation:

1. Open a conversation from your inbox.
2. Click the AI assist button in the reply toolbar at the bottom of the conversation panel.
3. Choose one of the available actions:
   • Suggest Reply. Generates a contextual response based on the conversation history.
   • Summarize. Produces a concise summary of the entire conversation thread, which is useful for handoffs between agents or quick reviews.
   • Improve Draft. Refines the text you've already typed, correcting grammar, adjusting tone, and enhancing clarity.
   • Translate. Converts a message into another language so you can support customers across different regions.
4. Review the AI-generated output. You can edit it freely before sending or apply it as-is.

Best-Practice Tips

• Always review before sending. AI suggestions are a starting point. A quick human review ensures accuracy and the right tone for your brand.
• Use Improve Draft for consistency. If multiple agents handle the same queue, running drafts through the improver helps maintain a uniform voice.
• Leverage Summarize during shift changes. Instead of reading an entire thread, the next agent can get up to speed in seconds with a generated summary.
• Combine actions. You can suggest a reply first, then use Improve Draft to fine-tune it. The features work well together.

Troubleshooting

• AI assist button not visible: Make sure your account has the AI Co-Pilot feature enabled. Check with your administrator if the button does not appear in the reply toolbar.
• Suggestions seem off-topic: AI quality improves with more conversation context. Very short threads may produce less accurate suggestions. Consider adding a brief internal note with context before generating a reply.
• Slow response times: Occasional delays can occur during periods of high usage. If the issue persists, try refreshing the page and clicking AI assist again.

Frequently Asked Questions

Can I use AI Co-Pilot across all channels?

AI Co-Pilot is available within the conversation reply toolbar, so it works wherever you can compose a reply in your Deskwoot inbox. Regardless of whether the conversation originated from live chat, email, or another connected channel.

Does AI Co-Pilot send messages automatically?

No. Every suggestion, summary, or translation is presented as a draft. An agent must review and explicitly send or apply the output, keeping humans in full control of customer communication.

Will the AI learn from my team's past replies?

AI Co-Pilot uses the current conversation context to generate suggestions. For details on how your data is handled and whether historical replies influence suggestions, consult your account settings or reach out to Deskwoot support.