Use Quinn Copilot

How Quinn Copilot helps teammates in the inbox: answering questions about a conversation, drafting replies, translating messages, and filling in attributes.

JM
James Morton
Written By James MortonLast updated about 2 hours ago

Quinn Copilot helps your team answer faster from inside the inbox: it answers questions about a conversation, drafts replies, and translates messages. It never sends anything to a customer on its own. This article is for workspace admins and support teammates.

Before you start

Copilot needs an AI model. On Quackback Cloud it is included from the Pro plan. Self-hosted installs need an AI endpoint configured.

Find its settings at Admin > Settings > Copilot, in the AI & Automation section. The page shows whether Copilot is Available to teammates in the inbox.

  • Click Pause Copilot to hide it from teammates in the inbox.
  • Click Resume to bring it back.

What Copilot does

Copilot is teammate-facing only.

  • Answer questions. Open a conversation or ticket and ask Copilot about it in a private panel next to the thread. It answers from the knowledge sources you've enabled for Copilot, including internal notes.
  • Draft replies. Ask Copilot to write a reply and it places a draft in the composer for you to edit and send. Copilot never sends on its own.
  • Translate messages. Incoming messages can be shown in your language, and outgoing replies can be sent in the customer's language.
  • Fill in conversation attributes. For attributes you've opted into AI detection, Copilot fills in the value from the conversation.

Warning: Internal notes are Copilot-only knowledge. They are never used to draft anything that could reach a customer.

Configure Copilot

Tab

What you configure

Knowledge

Which sources Copilot can draw on, including internal-only ones

Guidance

Rules that steer how Copilot answers

Set which actions Copilot may take in Admin > Settings > Connectors. Copilot only runs an action that changes something when a teammate asks for it, and shows the result as a proposal to approve first. See Give Quinn actions.

Drafted replies use the Agent's configured voice, so the tone stays consistent whichever agent produced the text a customer reads.

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