Help or Copilot: which AI assistant does what

Help: questions about Deskwoot

1. Click Help in the rail on the left (see Understanding the dashboard). The panel opens on the right side of the page. On a conversation it takes the place of the right panel.
2. Type your question in your own words, or pick one of the questions under Try asking, for example "How do I auto-assign new conversations?".
3. Read the answer. Links in it open the right page in Deskwoot. Under an answer you may see a button with a matching help article (it opens in a new tab) or Chat with support to reach the Deskwoot team. On the Hacker plan that button is called Talk to sales and answers questions about plans, pricing and billing.

Help knows your plan and your role, so it tells you right away when something needs a higher plan or an administrator. It answers in the language you write in. It is not counted as an AI conversation. Each person can ask up to 60 questions an hour.

To close Help, click Help in the rail again, click the close button of the panel or press Esc.

Copilot: work on one conversation

1. Open a conversation and click the Copilot tab in the right panel, or click AI in the reply toolbar.
2. Ask a question about the conversation or use a quick action: Suggest a reply, Improve my draft, Translate my draft or Summarize the conversation.
3. Check the answer and its sources, then use Add to reply, Replace draft or, for a summary, Save as private note.

Copilot reads the conversation, the contact and connected order data, and searches your Training Hub and your published help center articles. Copilot and Fynn share your plan's AI conversations: a conversation counts once per calendar month, and more questions in it that month cost nothing extra. The details are in Copilot in conversations.

Which one should I use?

• "Where do I turn on CSAT surveys?" Ask Help.
• "Which plan includes teams?" Ask Help.
• "What did this customer order last week?" Ask Copilot in the conversation.
• "Write a friendly reply to this customer." Use Suggest a reply in Copilot.

Frequently asked questions

Does Help see my customer conversations?

No. Help gets your question and knows your plan and role, but it never receives the messages of a conversation. For questions about a conversation, use Copilot inside that conversation.

Does Help cost anything?

No. Help does not use AI conversations. Each person can ask up to 60 questions an hour.

Can Help write a reply to a customer for me?

No. It points you to Copilot. In the conversation, click AI in the reply toolbar and pick Suggest a reply.

Why is there no Copilot tab in my conversation?

On the Enterprise plan, an administrator can switch the assistant in conversations off or allow it only for selected agents under Settings > Account Settings > AI assistant in conversations. On the other plans Copilot is on for everyone. Help stays available in every case.

Can I use Copilot on the free Hacker plan?

Yes. The Hacker plan includes 10 AI conversations. Translate my draft needs the Business plan or higher. See Plans and pricing.

Where did the old Co-Pilot button go?

The assistant for product questions is now called Help and lives in the rail. All AI actions inside a conversation are in the Copilot tab and in the AI button of the reply toolbar.

Does Help stay open when I switch pages?

Yes. It stays open in your browser tab until you close it, also when a link in an answer takes you to another page.

Does Help remember my earlier questions?

Yes, while the browser tab stays open. Your last 40 messages with Help are kept in that tab and are gone when you close it.