Copilot
Tell Copilot “Make me a booking flow” and it lists the steps it wants to add. Nothing reaches your draft until you’ve checked them and applied them.
Open Copilot
Section titled “Open Copilot”Copilot shares the side panel on the right with “Test” and “Help”. To open it:
- Choose “Copilot” at the top right of the page. On a phone, it’s in the bar at the bottom.
- Press ⌘K (Ctrl+K on Windows) to open the command palette, then choose “Open Copilot”.
- In the “Help” panel, choose “Ask Copilot”: say what you want to do and Copilot will walk you through it.
- On the Flows page, when there are no flows yet, choose “Ask Copilot”. On a phone you can only view flows; to change one, choose “Ask Copilot to change it”.
The first time, you’ll see “What can I help with?” and a few suggestions, such as “Check my flows for errors”. Choose “Start over” to clear the conversation and start a new one.
Copilot needs edit access: “Owner”, “Admin” and “Editor” can use it, while “Agent” and “Viewer” don’t see it.
What Copilot can do
Section titled “What Copilot can do”Build and edit flows
Section titled “Build and edit flows”- Describe what you need, for example “Add a text message step and connect it to the welcome flow”, and Copilot proposes the steps to add, edit, remove or connect.
- Select a step in a flow and say “Add a confirmation message here”, and Copilot knows which step you mean.
- Ask it to “List every step in my flows” or “Check my flows for errors”, or to add or change fields.
- Proposed steps are marked “Suggested by Copilot” in the flow, and reach your draft only once you apply them.
Tidy knowledge and how the bot talks
Section titled “Tidy knowledge and how the bot talks”- Add or edit articles, move them to the trash or restore them, merge duplicates, and undo the latest merge.
- Create, rename or delete folders, move articles, and pause or resume AI use.
- When you ask it to tidy your knowledge, it opens “Sort uncategorized articles” or “Suggested merges” for you to confirm.
- Change the bot persona and reply rules.
Explain why the bot replied
Section titled “Explain why the bot replied”- In Chats, choose “Give this message to Copilot” next to a message, then open Copilot and ask. The message shows as “Selected message”.
- Copilot reads the real conversation to work out whether the problem is the knowledge itself, a missing reply rule or the bot persona, then proposes a fix.
- If you picked a customer message, Copilot first re-answers it with current knowledge to check the problem is still there before proposing a knowledge change.
Check settings and publish
Section titled “Check settings and publish”- Ask Copilot how the project is set up; it answers and opens the right settings page for you.
- When you clearly ask it to publish, Copilot prepares the publish and asks you to confirm.
Confirm before anything changes
Section titled “Confirm before anything changes”Copilot never changes your bot directly. You confirm every change.
Flow changes
Section titled “Flow changes”Flow changes are listed under Copilot’s reply as “Copilot wants to make N changes”:
- Each change is marked “Add”, “Edit”, “Remove” or “Restore”. Choose “Show changes” to see what changes.
- Tick the changes you want and choose “Apply N”. If applying only some of them would break a connection, you’re warned first.
- If you don’t want them, choose “Discard all”.
- After applying, “Undo” on the notice undoes the whole set at once; undo in the flow (⌘Z / Ctrl+Z) works too. After discarding, “Undo” brings the changes back.
- If someone edits the same step after Copilot proposes a change, that change isn’t applied, and the reason is listed in the conversation.
- Only the person who asked can apply the changes, and they expire if left for more than 7 days.
Other changes
Section titled “Other changes”Changes to knowledge, folders, the bot persona, reply rules, an external tool’s description, and publishing open a confirmation window, such as “Confirm merging knowledge” or “Confirm publishing the flow”. Check it, then choose “Apply changes”, or “Discard” to cancel. For bot persona changes, you can choose “Don’t apply this part” under “Prompt changes” to apply only some of them.
When changes take effect
Section titled “When changes take effect”| Change | After you confirm |
|---|---|
| Flows | Saved as a draft. “Test” uses it right away; customers see it after you choose “Publish” |
| Knowledge, bot persona, reply rules | Applies right away, no publishing needed |
| Publish | Draft flows go live right away |
What Copilot won’t do
Section titled “What Copilot won’t do”- It won’t publish on its own, and it never messages customers.
- It won’t change project settings such as members, plan or channels. It tells you how they’re set and takes you to the settings page to change them yourself.
- It won’t ask you to paste tokens or keys into the chat. Those only go in the settings page.
- It never deletes knowledge permanently; it only moves it to the trash.
Copilot has a daily usage allowance, shown in your plan as “Copilot: N tokens a day” or “Copilot: no daily limit”. When it runs out, you’ll see “Copilot’s usage for today is used up. It resets tomorrow.” See “Copilot usage” under “Settings” › “Plan and billing”; see Plan and billing.
External tools
Section titled “External tools”Once you connect an external tool (such as a booking system) under “Settings” › “Copilot and tools”, Copilot can look things up in that system directly to help you design flows or answer questions.
- A new external tool is available only to Copilot at first. Copilot can call only the tools ticked under “Copilot” in the tool list.
- To let the bot that replies to customers use it too, turn on “Let the bot use it when replying to customers (it talks to real customers)” and tick “Bot”.
- Apps installed from “Apps” show “Copilot only” or “Your bot can use it”.
- Copilot can also help rewrite an external tool’s “Purpose”, and asks you to confirm first.
See Apps.
Re-answer with current knowledge
Section titled “Re-answer with current knowledge”Before you change knowledge, take a real customer message and use “Re-answer with current knowledge” to see how the bot would answer now. After the change, re-answer again to check it improved and didn’t break questions it used to get right.
- Choose “Re-answer with current knowledge” next to a customer message in Chats, or in “Why this reply?”. On the result, “Ask Copilot to fix it” hands the result to Copilot, where it shows as “Re-answer result”.
- When you give Copilot a customer message and ask it to fix the knowledge, it re-answers first too.
- Re-answering is only a simulation and never messages the customer.
See Re-answer with current knowledge for the full steps.
Can Copilot change what customers see directly?
Not on its own. Flow changes reach your draft only when you apply them, and customers see them after you choose “Publish”. Changes to knowledge, the bot persona and reply rules need your confirmation and take effect as soon as you confirm.
Can I undo changes after applying them?
Yes. After applying flow changes, “Undo” on the notice undoes the whole set, or you can undo in the flow. Articles moved to the trash can be restored, and a merge can be undone as long as the articles haven’t been changed since.
Does re-answering with current knowledge message the customer?
No. It only generates the answer again for you to see. You’re asked before any tool is used, and nothing is sent to the customer.
Who can use Copilot?
Members with edit access: owners, admins and editors. Agents and viewers don’t see Copilot.