# Copilot reply suggestions

Review, edit or send AI reply suggestions while you remain in control of the conversation.

*Release 3.3 · admin, operator*

**Settings › AI › Features**

## 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

1. A visitor message arrives in a conversation assigned to an eligible human operator.
2. Copilot uses the selected feature's instructions, conversation context and configured functions to prepare a suggestion.
3. Read the suggestion and any available sources or alternatives.
4. 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](AI-007.md) 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

### This feature uses

- **Requires** [AI accounts and shared defaults](AIP-001.md): Copilot needs a suitable AI account.
- **Requires** [Operator replies and comments](CON-015.md): Operators review and send suggestions through the conversation composer.
- **Configured in** [Roles and permissions](ADM-008.md): Chat permissions control operator access.
- **Configured in** [AI feature settings and change history](AI-001.md): Feature selection uses enablement, account, visitor filters and priority.
- **Configured in** [AI instructions and templates](AI-002.md): Instructions and supported prompt sources guide suggestions.
- **Works better with** [Chat Translate and language detection](AI-010.md): Translation can make a suggestion available in the operator's language.
- **Works better with** [AI functions and required inputs](AI-016.md): Configured functions supply information and permitted actions.
- **Works better with** [Reusable AI skills and instructions](AI-020.md): Assigned skills can supply reusable instructions and tools.
- **Works better with** [Rich content in AI replies](AI-026.md): Supported suggestions can include rich content and alternative replies.
- **Works better with** [AI answer citations and summaries](AI-028.md): Citations can show the information used for a suggestion.
- **Related** [AI assistance activity](AI-033.md): AI Usage records whether operators use, edit or ignore Copilot suggestions.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): AI must be enabled for the website.

### Used by

- **Configures** [Persistent AI memory connections](AIP-016.md): Copilot's Memory and Scope choices select the service and identity, with Auto using visitor memory.
- **Enhances** [Operator replies and comments](CON-015.md): Enabled AI suggestions can supply a proposed reply for operator review.
- **Enhances** [Console keyboard shortcuts](CON-026.md): Shortcuts can send or request another AI suggestion.
- **Enhances** [Fix and Re-Phrase for operator drafts](AI-007.md): Copilot supplies a fallback when no suitable dedicated feature matches.
- **Enhances** [AI assistance activity](AI-033.md): Copilot interactions supply suggestion adoption signals.
- **Enhances** [AI assistance, translation and sentiment reports](REP-026.md): 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.