Use Copilot

Copilot is an AI assistant that helps quickly formulate replies to clients by suggesting relevant reply options based on dialog context. This instruction will show how to use Copilot to get hints and speed up work with clients.

When Needed

  • You need help formulating a reply.
  • You want to quickly get reply options for complex questions.
  • You need to find professional wording for a standard situation.
  • You want to speed up work with typical questions.

What's Important to Know

  • Copilot — AI assistant that analyzes dialog context and suggests reply options.
  • Hints are generated based on conversation history and request type.
  • You can use suggested options or edit them to your needs.
  • Copilot works in real time and provides relevant hints.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • You have an open request with a client.
  • Copilot function is activated in the system (if configuration is needed).

Step-by-Step Instructions

  1. Open the needed request in the chat list — a window with conversation history opens on the right.
  2. Go to the message input field at the bottom of the dialog window.
  3. Find the "Copilot" button or icon near the input field (may be in the form of an AI icon or button with a label).
  4. Click the Copilot button — the system analyzes dialog context and generates reply options.
  5. View suggested reply options that appear in the hints window.
  6. Select the most suitable option or edit it to your needs.
  7. Click "Use" or insert text into the input field — text automatically appears in the message field.
  8. If necessary, edit the text before sending and send the message to the client.

What Happens After

You get a ready reply option that can be used as is or edited. This speeds up work and helps maintain a professional communication style.

How to Verify It Worked

  • Check that hints appeared after clicking the Copilot button.
  • Make sure text inserted into the input field correctly.
  • Check that the reply matches dialog context and client's question.

Other Ways

  • You can request new reply options if current ones don't fit.
  • Copilot can provide hints for different types of situations (problem resolution, answering questions, etc.).
  • Use Copilot together with quick replies for maximum efficiency.