Copilot reply suggestions
Review, edit or send AI reply suggestions while you remain in control of the conversation.
What it is
Copilot prepares a suggested reply while a human operator handles the conversation. You can review it, edit it, send it or write your own response. The visitor does not see the suggestion until you send it.
Who uses it and why
Operators use Copilot to draft replies with relevant conversation context. Administrators configure its instructions, information sources and operator access.
Where to find it
Suggestions appear beside the conversation composer. Re-Suggest requests another suggestion, and Send Suggestion sends the selected reply.
Configure Copilot under Settings › AI › Features with the Settings role and AI permission, or the Developer role. Operators need Allow AI Suggestions under their Chat Permissions.
How it works
- A visitor message arrives in a conversation assigned to an eligible human operator.
- Copilot uses the selected feature's instructions, conversation context and configured functions to prepare a suggestion.
- Read the suggestion and any available sources or alternatives.
- Select it to edit, use Send Suggestion, or type your own reply.
Use Re-Suggest when you want another draft. Closing the suggestion box disables suggestions for that conversation; reopening the suggestion control enables them again. Suggestions remain operator-facing until sent.
When suitable translation is configured, Copilot can also provide a translated suggestion for operator review. Supported configurations can include cards or multiple response choices.
Configure it
Create an enabled Copilot feature, select its Account, then set Instructions, Suggestion Style, visitor filters and priority. Add the Functions or Skills it needs. An administrator with the Settings or Manager role and the required operator permissions grants Allow AI Suggestions to the relevant operators.
For draft rewriting, Copilot's Re-Phrase Instructions provide a fallback when no standalone Rephrase feature matches. See Fix and Re-Phrase for operator drafts for the dedicated tools.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Instructions | Settings › AI › Features | website | Not set: account or service guidance applies unless another instruction source is configured | Settings role, Developer role | Guides Copilot response suggestions. |
| Suggestion Style | Settings › AI › Features | website | Not set: no additional tone selected | Settings role, Developer role | Adds the selected tone to generated suggestions. |
| Re-Phrase Instructions | Settings › AI › Features | website | Not set: account or service rephrase guidance applies unless another instruction source is configured | Settings role, Developer role | Guides draft rewrites when Copilot provides the rephrase fallback. |
| Validate URL(s) | Settings › AI › Features | website | Off | Settings role, Developer role | Enables URL validation for Copilot output. |
Permissions
| Permission | Lets you |
|---|---|
| Allow AI Suggestions | Allows operators with the Chat role to receive and request Copilot suggestions. |
| Settings | Configure Copilot when the AI Settings permission is allowed. |
| AI | Allows AI configuration under Settings Permissions. |
| Developer | Configure Copilot. |
Limits and good to know
- Automatic suggestions skip bot-owned conversations and operators without the required permission.
- Muted conversations do not receive automatic suggestions.
- Silent messages, certain form-field messages and workflow handover messages can be excluded from automatic generation.
- A valid request may produce no suggestion. This is different from a generation failure.
- Review facts, links and tone before sending. INSIDE records whether suggestions were used, edited or ignored.
Depends on and works with
+4 more · this feature uses
- AI answer citations and summariesEnhances
Citations can show the information used for a suggestion.
- AI assistance activityRelated
AI Usage records whether operators use, edit or ignore Copilot suggestions.
- AI accounts and shared defaultsRequires
Copilot needs a suitable AI account.
- Operator replies and commentsRequires
Operators review and send suggestions through the conversation composer.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
AI must be enabled for the website.
- Roles and permissionsConfigured by
Chat permissions control operator access.
- AI feature settings and change historyConfigured by
Feature selection uses enablement, account, visitor filters and priority.
- AI instructions and templatesConfigured by
Instructions and supported prompt sources guide suggestions.
- Chat Translate and language detectionEnhances
Translation can make a suggestion available in the operator's language.
- AI functions and required inputsEnhances
Configured functions supply information and permitted actions.
- Reusable AI skills and instructionsEnhances
Assigned skills can supply reusable instructions and tools.
- Rich content in AI repliesEnhances
Supported suggestions can include rich content and alternative replies.
- AI answer citations and summariesEnhances
Citations can show the information used for a suggestion.
- AI assistance activityRelated
AI Usage records whether operators use, edit or ignore Copilot suggestions.
- AI accounts and shared defaultsRequires
Copilot needs a suitable AI account.
- Operator replies and commentsRequires
Operators review and send suggestions through the conversation composer.
Used by
- Operator replies and commentsEnhances
Enabled AI suggestions can supply a proposed reply for operator review.
- Console keyboard shortcutsEnhances
Shortcuts can send or request another AI suggestion.
- Fix and Re-Phrase for operator draftsEnhances
Copilot supplies a fallback when no suitable dedicated feature matches.
- AI assistance activityEnhances
Copilot interactions supply suggestion adoption signals.
- Persistent AI memory connectionsConfigured by
Copilot's Memory and Scope choices select the service and identity, with Auto using visitor memory.
- AI assistance, translation and sentiment reportsEnhances
Response suggestions supply provided, used, edited and ignored assistance activity.
FAQ and troubleshooting
Why can I not see suggestions?
Check Allow AI Suggestions, whether the conversation's suggestions are disabled, and whether an enabled Copilot feature matches the visitor. AI availability for your current channel can also affect the controls.
Does Copilot send messages automatically?
No. You choose whether to send a suggestion or write your own reply.
Why does Re-Suggest produce no reply?
There may be no eligible visitor message or no suitable suggestion. Check the conversation and try again after the visitor provides more information. A failure message indicates a separate generation problem.
Can Copilot use our knowledge sources?
Yes, when the relevant functions or skills are configured and assigned to the Copilot feature.