How to Set Up Your Copilot

Setting up blocks for your copilot is a simple and intuitive process that allows your support agents to access valuable information right where they need it, while assisting customers. Follow these steps to get your copilot up and running efficiently.

Step 1: Access or Create Your Copilot

To begin, navigate to your Copilot in the Training Panel.
If you don’t already have one, you can easily create a new Copilot agent. This will serve as your team’s AI-powered assistant, helping them handle tickets more effectively.

Step 2: Configure Your Copilot

Once you click on your Agent and then on Continue Training, the configurations panel will open. Here, you can decide which blocks will appear to your agents.

Step 3: Add Blocks

Click “Add Block” to view the available pre-built (out-of-the-box) blocks. Each one is designed to give your team contextual information about the customer and their issue. The available blocks include:

  • User Sentiment – Displays customer sentiment throughout the ticket.

  • Previous Ticket Resolution – Provides information about other tickets submitted by the same customer.

  • Translation – Automatically translates messages written in languages your team doesn’t handle natively.

  • Ticket Summary – Analyzes and summarizes the entire ticket thread.

  • Suggested Scenarios – Suggests relevant information from your knowledge base or wiki.

  • Ask Anything – Allows team members to ask the copilot questions, such as drafting replies or summarizing parts of a ticket.

Step 4: Customize and Connect Sources

You can further customize how your copilot retrieves data.
By default, it’s connected to all available sources, but you can limit access to a specific one. This gives you control over what information your agents see.

Step 5: Save Your Changes

Once you’ve configured your copilot and selected your blocks, make sure to save your changes by clicking on Save.
If you skip this step, your updates won’t be reflected in the production environment.

Step 6: Enable Skills (Optional)

In the Configurations section, you can also check whether you’ve set up any skills for your agent. If so, you can toggle these on so your copilot can use them as part of its assistance capabilities.

Step 7: Install the Chrome Extension

For added convenience, you can easily access the Copilot Chrome Extension installation link.

Step 8: You’re Ready to Go!

With your blocks set up, your copilot is ready to assist your team, providing insights, summaries, and support while they manage customer conversations. A properly configured copilot ensures faster responses, consistent tone, and more efficient customer interactions.