Copilot in conversations

Open Copilot

• Click the Copilot tab in the right panel of a conversation. The panel has three tabs: Details, Copilot and Notes.
• Or click AI in the reply toolbar and pick an action. It runs in the Copilot tab. An action that cannot run right now stays in the menu, greyed out, with the reason under it.
• Or select at least 3 characters of a customer message, also inside an HTML email, and click Ask Copilot.
• When a conversation has no notes yet, the Notes tab also offers Summarize with Copilot.

The Copilot thread stays while you work on the conversation, also when you switch tabs or close the panel. When you open another conversation, it starts fresh.

What Copilot knows

Copilot reads the last 60 messages of the conversation, including private notes, and the contact with its custom attributes. If you connected Shopify, WooCommerce or Stripe, it also sees the customer's orders and payments from there.

For your questions and for Suggest a reply, it also searches your Training Hub (websites, help center, documents and FAQ lists) and the published articles of your help center. In an inbox with a bot, it uses the sources shared with all bots plus that bot's own sources.

Answers show how many sources they used (for example "2 sources used"), with numbered markers in the text. Click a number to see its source in the list below the answer; a source with a link opens in a new tab. When Copilot finds nothing in your knowledge base, it says so: check the facts before you send such an answer.

Quick actions

• Suggest a reply writes a reply to the customer in the customer's language. It needs at least one message from the customer.
• Improve my draft polishes the text in your reply box and keeps its language.
• Translate my draft translates the text in your reply box into the customer's language. It needs the Business plan or higher.
• Summarize the conversation writes 3 to 6 short bullet points for your team.

You can also type any question in the box at the bottom, for example "What did the customer order?". Copilot answers questions and writes summaries in your dashboard language. Later questions keep your earlier questions and answers in mind.

Use an answer

• Add to reply adds the text at the end of your reply draft, above your email signature.
• Replace draft swaps your text for the answer and keeps your signature.
• Save as private note appears under a summary and saves it as a note for your team. The note starts with "✨ AI summary". See Private notes for your team.
• Copy copies the answer. Try another reply writes a new suggestion.
• Stop ends an answer while it is being written. Retry runs a stopped or failed answer again.

What it costs

Copilot and Fynn share your plan's AI conversations. A conversation counts once per calendar month, the first time Copilot or Fynn works on it. More questions in the same conversation that month cost nothing extra.

Hacker includes 10 AI conversations, Startup 50, Business 100 and Enterprise 300. In the first 7 days after signup, a Hacker workspace gets 15. On paid plans, more conversations are paid from your prepaid balance: $0.07 on Startup, $0.05 on Business and $0.03 on Enterprise per conversation. You see your usage under Settings > Billing > AI Usage. The details are in AI conversations and billing.

Who can use it

On Hacker, Startup and Business, everyone in the workspace can use Copilot. On Enterprise, an administrator decides under Settings > Account Settings > AI assistant in conversations: On for the whole team, Off for the whole team or Only for selected agents. People without access do not see the Copilot tab or the AI button.

Two actions also need a role permission: summaries need Summarize conversations with Copilot and translating needs Use LiveTranslate. The standard Agent role has both.

Frequently asked questions

Does Copilot send anything to the customer?

No. You decide with Add to reply or Replace draft, and you send the reply yourself.

Why does Copilot say it found nothing in my knowledge base?

Your Training Hub and published help center articles do not cover the question yet. Add a source in the Training Hub or publish an article, and Copilot can use it next time.

Does Copilot read private notes?

Yes, it uses them to understand the conversation and may mention them when it answers you. It is instructed never to quote or reveal a note in text meant for the customer, so still read every reply before you send it.

Where did the old Summary and AI buttons go?

They are all in Copilot now: the Copilot tab, the AI button in the reply toolbar and Summarize with Copilot in the Notes tab of a conversation without notes.

Can Copilot translate my reply into the customer's language?

Yes, with Translate my draft. Write your reply in your language first. This needs the Business plan or higher. To read the customer's messages in your language, see Multilingual conversations.

What happens when our AI conversations are used up?

The Copilot tab says so. People who can manage billing get an Open billing link; everyone else sees "Ask an administrator to upgrade the plan or top up the balance." Conversations that already counted this month keep working.

How is Copilot different from Help in the rail?

Help answers questions about using Deskwoot and never sees your conversations. Copilot works on one conversation. See Help or Copilot.

Is there a limit on how often I can ask?

Yes, a fair use limit: up to 20 Copilot requests a minute for each person and 60 an hour in one conversation. If you hit it, Copilot asks you to wait and try again.

Can I use Copilot in the phone app?

The phone app has its own AI button next to the message field with Suggest Reply, Improve my draft, Translate my reply and Summarize. These count toward the same AI conversations. The Copilot tab with questions and sources is only in the web dashboard. See The Deskwoot iPhone app.