Use AI Copilot for a support conversation
Open Copilot
Open a conversation and select **AI Copilot** in the details panel or **Open Copilot** beside the composer. Availability depends on your workspace configuration and access.
Give it a focused task
Ask for a reply draft, a summary, or the next useful question. Include the task you want help with without pasting passwords, API keys, or unrelated customer information. Read the conversation and available linked context yourself before accepting a financial or order-related statement.
Review the result
1. Compare the suggested answer with the customer request.
2. Inspect available sources and the current order, invoice, or account record when relevant.
3. Remove unsupported guarantees or steps that do not apply to the customer.
4. Insert or append the useful text into the correct composer mode.
5. Review the final draft and send it yourself.
Keep operational actions separate
A Copilot answer is not proof that an order, payment, or refund was processed. Check the actual record and use the authorized workflow for those actions. If it cannot answer reliably, ask the customer for the missing details or escalate to an appropriate staff member.
Improve future answers
When an answer lacks an essential requirement or policy, update the relevant Help Center article. Keep customer-facing instructions and internal staff policy in the appropriate visibility. AI availability does not make private articles suitable for public sharing.