Review a proposed reply
Use Copilot to draft a response, then accept, edit or dismiss it in the supported conversation workflow.
Explore the workflowPlatform / AI Copilot
Give every AI reply clear instructions.
Draft customer replies using your business knowledge. Review the answer and choose when your team takes over.
HOW IT WORKS
Your team’s standards. Built in.
- 01
Choose the connected channel
Review channel availability and choose the supported assistance mode for the intended flow.
- 02
Give it business context
Set behavior and instructions, select the relevant knowledge and define the handoff rules.
- 03
Test the response
Use Test AI and the available previews to inspect a sample before activating customer-facing behavior.
- 04
Review activity and usage
Follow supported actions and usage, refine the instructions and keep a person responsible for exceptions.
Prepare an answer with context.
Suppose a customer asks whether a service is available at their location.
Read the details
Your business guidance explains the service area and the details needed to assess a request. Copilot can prepare a reply that uses that guidance and asks for the missing information in the supported conversation.
The teammate checks the proposed answer against the customer’s message. They can adjust the wording, remove an unsupported assumption and continue the conversation. If the request needs an exception or a decision outside the configured guidance, the handoff belongs to the responsible person.
Test AI helps you inspect this behavior before activation. Try the ordinary question, an incomplete request and a question the knowledge cannot answer. Check the resulting reply and handoff rather than judging the setup only by a confident-sounding response.
The example describes a configured flow; it is not a transcript from a customer account.
- Copilot’s job
- Support the customer-facing reply and the related conversation flow.
- Orbit’s job
- Help your team investigate workspace context and prepare supported native actions for review.
- Your team’s job
- Maintain the guidance, choose the mode and handle the decisions that require a person.
Choose how much help the conversation needs.
Availability and actions depend on the connected channel and configured flow.
Configure supported automation
Where autopilot is available, configure its flow, guardrails and escalation settings before enabling it.
Explore the workflowKeep the knowledge current
Maintain the source guidance and response rules so the team can check what the reply is based on.
Explore the workflowBefore you start
How is Copilot different from Orbit AI?
Copilot configures and supports customer-facing responses and related conversation flows. Orbit AI is the workspace assistant for asking questions and preparing supported native actions. They use the context and permissions available to each workflow.
Will AI send every reply automatically?
No. Behavior depends on the channel and flow settings. Copilot can prepare a reply for review; supported autopilot behavior requires explicit configuration and activation.
Can a person take over?
Configure escalation and handoff behavior for the supported flow. The team can review the conversation and handle the cases that need a person.
Are all channels and actions available immediately?
Channel connections, workspace availability and permissions apply. Review the supported flow and usage before activation rather than assuming every action is available on every channel.