Use Copilot
How Copilot helps teammates in the inbox: answering questions about a conversation, drafting replies and polishing your own, plus the separate AI translation and attribute features.
Copilot is the team-facing part of Quackback AI. It helps your team answer faster from inside the inbox: it answers questions about a conversation, drafts replies, and polishes the replies you write. 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 on every plan, starting with Basic AI usage on Free. 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, then click Add to composer to edit and send it. Use Modify first to rewrite the draft in your tone, make it friendlier, more formal or more concise, or translate it into another language. Copilot never sends on its own.
- Improve your own replies. The Improve menu in the composer rewrites what you've typed: rephrase it, fix grammar and spelling, make it friendlier or more formal, or make it shorter or longer.
Warning: Internal notes are Copilot-only knowledge. They are never used to draft anything that could reach a customer.
Other AI features in the inbox
These Quackback AI features work alongside Copilot but are separate from it:
- Message translation. Incoming messages can be shown in your language, and outgoing replies can be sent in the customer's language. See Translation in Handle conversations.
- Conversation attributes. For a select attribute with Let AI detect this attribute turned on (in Admin > Settings > Conversations > Attributes), Quackback AI fills in the value when a conversation settles. Turn on Re-check on close to classify it again when a teammate closes the conversation.
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 Quackback AI actions.
Drafted replies use the AI agent's configured voice, so the tone stays consistent whether the AI agent or Copilot produced the text a customer reads.
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