Copilot for support teams - Quackback Changelog

Copilot is an assistant for your support team that sits beside every conversation and ticket. It drafts answers with cited sources and translates between your language and the customer's.

Drafted answers with cited sources next to any conversation or ticket
Customer messages translated into your language, and replies sent in theirs
Modify to shorten, translate or redraft an answer before inserting it
Summaries of long threads
Save a good answer as a macro
Suggested actions carried out once you approve them
Reporting on which sources are cited and copied most

Availability: Copilot opens in the sidebar of every conversation and ticket in Support. Configure it in Settings > AI & Automation > Copilot. It requires Support to be on in Settings > General and AI to be set up.