--- title: "Copilot — AI Assistant for Operators" description: "How Copilot in ConnectiveOne helps operators respond faster by suggesting ready-made reply options in real time." --- # Copilot Overview High-level overview of Copilot in ConnectiveOne. This page explains what Copilot is, how it works, how it differs from Fast Line Pro, common use cases, and how to get started. --- ## Who This Page Is For - **Support managers and team leads** — want to boost response speed and quality across the operator team without headcount growth. - **Operators** — respond to customers daily and want ready-made reply suggestions in real time. - **Integrators and configurators** — connect Copilot to bot scenarios and configure the knowledge base for suggestions. --- ## What Is Copilot **Copilot** is an AI assistant built directly into the ConnectiveOne Operator Panel. It analyzes the customer's message and dialog context and automatically suggests ready-made reply options to the operator. Suggestions are visible only to the operator — the customer never sees them. The operator can: - **Confirm and send** — send the suggested text to the customer with one click. - **Edit** — insert the text into the input field, adjust the wording, and send. - **Ignore** — write their own reply from scratch. Copilot is not a robot that replaces the operator — it is a "co-pilot": it suggests options, and the final decision is always the operator's. --- ## Copilot vs. Fast Line Pro — What's the Difference | | Copilot | Fast Line Pro | |---|---|---| | **Who replies to the customer** | The operator — Copilot only suggests | The AI agent replies autonomously | | **Where it works** | In the Operator Panel, inside the operator's dialog | In the widget, messenger, chatbot — before an operator joins | | **AI role** | Operator's assistant | Automated front-line support | | **Control** | The operator reviews and sends every message | The bot replies automatically; escalates to an operator when needed | Both tools can use **the same knowledge base**. Fast Line Pro automates responses on the front line, while Copilot assists operators on the second line. --- ## Why Your Business Needs This | Problem | How Copilot Solves It | |---|---| | Operators spend time typing routine replies | Ready-made suggestions appear automatically | | New team members respond slowly | Suggestions help them ramp up faster | | Different operators, different style | Copilot suggests wording from the knowledge base, keeping a consistent standard | | Peak load degrades quality | Operators respond faster without losing professional tone | | Complex or sensitive questions | The operator gets a suggested wording to review before sending | Additional benefits: - **Less cognitive load** — no need to think "where do I start" for every reply. - **More confidence** — operators don't face tough questions alone; there's always a suggestion to build on. - **Quality at scale** — during peak hours, the team responds faster without compromising quality. --- ## How It Works — Step by Step 1. **The customer sends a message** in a dialog with the operator (website chat, messenger, etc.). 2. **Copilot automatically analyzes** the message and dialog context (conversation history). 3. **The system generates a reply suggestion** based on the knowledge base and configured scenario. The suggestion appears in the chat as a special message with an AI icon. 4. **The operator sees the suggestion** with action buttons: "Confirm and send" or "Edit". 5. **Optional — CITATIONS** — when the suggestion used the knowledge base and the role has **FastLine: View**, a **CITATIONS** block appears: document, segment preview, query similarity percentage, and **Link to Knowledge**. 6. **The operator chooses an action** — use the text as-is, edit it, or write their own reply. The decision is always made by a human. Copilot only suggests — the operator controls every message. --- ## Common Use Cases ### Routine Questions A customer asks about delivery, payment, or returns. Copilot suggests relevant wording from the knowledge base. The operator reviews, edits if needed, and sends. ### New Operators A team member who just joined gets ready-made reply suggestions as a guide. This speeds up onboarding and reduces mistakes. ### Long Dialogs The operator takes over a dialog from a colleague or returns after a break. Copilot considers the context and suggests a relevant reply — no need to re-read the entire history. ### Peak Load Many requests at once — operators handle them faster thanks to ready suggestions, without losing quality. ### Complex or Sensitive Topics The operator gets a suggested wording for a delicate question. They can review the tone and content, adapt it, and only then send. --- ## How to Get Started: Step-by-Step Recommendations 1. **Make sure Copilot is enabled** in your system. If needed, contact your administrator. 2. **Prepare a knowledge base** — you can use the same one as for Fast Line Pro. Suggestion quality depends on knowledge base quality. 3. **Explain to operators** that suggestions are help, not mandatory replies. They should always review and edit if needed. 4. **Give the team time to adapt** — operators may use suggestions partially at first, then more frequently. 5. **Collect feedback** — where do suggestions help, where are they missing or irrelevant? This will help improve the configuration. --- ## What You Get - **Faster replies** to customers thanks to ready-made suggestions. - **Consistent communication style** — suggestions follow company rules and tone. - **Less stress for operators** — especially with routine or complex questions. - **Full control** — no suggestion reaches the customer without an explicit operator action. - **New team member support** — ready-made guidance instead of searching for information from scratch. --- ## Important to Remember - **The operator is always responsible** for what is sent to the customer. Suggestions must be reviewed. - **AI can make mistakes** or suggest something that doesn't fit the context. Critical replies should be composed with full attention. - **Suggestion quality = knowledge base quality.** Documents must be current, clear, and well-structured. - **Copilot helps the team**, it does not replace the operator's judgment. It speeds up work and supports quality, but the final decision is always the human's. - **Visibility and access** to Copilot are determined by your system's permission settings. - The **CITATIONS** block (knowledge base sources) is visible only with **FastLine: View**; customers never see it. See [Knowledge base sources in chat](/en/operatorline/explanation/knowledge-base-citations-in-chat.md). ## Next Steps - **[How to Use Copilot](/en/operatorline/how-to/use-copilot.md)** — step-by-step instructions for operators. - **[View knowledge base sources](/en/operatorline/how-to/view-knowledge-citations.md)** — the CITATIONS block under suggestions. - **[Operator Overview](/en/learn/operator/operator-overview.md)** — general overview of the Operator Panel. - **[Fast Line Pro Overview](/en/learn/fastlinepro/fastlinepro-overview.md)** — automated AI response module that can work alongside Copilot.