The assistant answers visitors. The copilot helps you.
What the copilot does
- Suggested replies: a draft based on your knowledge base, which you can change before you send.
- Rewrite: make your own text shorter, friendlier or more formal.
- Summary: use Summarize the conversation to catch up on a long thread in seconds.
Nothing is sent until you press send.
LiveTranslate
Visitors rarely share your language. With LiveTranslate:
- Open the conversation.
- Choose Translate this conversation.
- Read and write in your language. The banner says, for example, "LiveTranslate on: you read and write in EN, they get FR."
Visitor messages show your reading of them, with the original available, and your replies are translated for the visitor.
Cost and limits
Both features use AI, so they count towards your plan and your AI budget. When the budget is used up they pause until next month.
Safety
Card numbers, bank account numbers, passwords, PINs and keys are masked before the AI sees a conversation. Read how this works in the assistant guide, and test your setup with the safety check.
Good habits
- Check names, numbers and promises before sending a suggestion.
- Keep your knowledge base accurate, because suggestions come from it.
- For important or legal wording, ask a bilingual colleague to read the translation.
More about conversations is in the inbox guide.
Common questions
Can I use LiveTranslate on every conversation? It is switched on per conversation. Turn it on when you meet a language you do not read, and turn it off for conversations in your own language.
Does the copilot learn from my replies? It suggests from your knowledge base and the conversation. Keep articles current and its suggestions stay accurate.
Can I stop my team using it? Set an AI budget in usage; when it is used up, the copilot pauses.