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Product · AI Copilot

AI drafts the reply.
You still send it.

Copilot writes from your knowledge base, closed tickets, and conversation context, then cites what it used. Every message is reviewed by an agent before it goes out.

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  • Uses your knowledge base and past tickets
  • Every send reviewed by an agent
  • AI credits included on every plan

What Copilot actually does

Drafts, cites, and waits for your decision.

Copilot has one job: make the next reply faster to write and easier to verify. It works inside the conversation and does not send without approval.

Source-aware drafts — uses your articles, past tickets, and conversation context.
Cited sources — every suggestion names the article it drew from, so agents can verify it.
Summaries & sentiment — catch up on long threads in one line before replying.
Human review — agents edit, discard, or send every suggestion.
Copilot grounded · 2 sources · awaiting agent
Conversation summary

Customer upgraded to Pro but still sees Starter limits. Billing shows payment received 6 minutes ago — likely a sync delay, not a failed charge.

Suggested reply draft — not sent

Thanks for upgrading! Your payment went through and I've manually synced your account — Pro limits are live now. Let me know if anything's still capped.

Cited: "Plan upgrade sync delays" — Billing & plans
Agent inserts & sends Rephrase More formal

Copilot never sends on its own — every reply above waits for an agent to review, edit, or approve it.

Nova + Copilot

Nova answers first. Copilot helps after the handoff.

Nova handles documented questions in the widget. When a person is needed, the full thread reaches your inbox and Copilot prepares a cited draft for an agent to review.

Incoming question every path ends with a person, if one's needed
Matches a documented answer
Nova answers responds from a published article and records the source
Needs judgment or isn't documented
Copilot drafts prepares a cited suggestion for agent review
Customer asks for a human, or sentiment turns negative
Handed off flagged and routed to an agent immediately

Credits, plainly

No per-resolution fees, no surprise AI bill.

Every plan includes AI credits for Nova and Copilot. Starter and Pro get a larger allowance. Run out of included credits? Top up when you need more — you are never billed per resolution.

Fit check

Built for teams that want speed without losing the review step.

A quick, honest read on who gets the most out of Copilot today.

Good fit

  • Teams that want faster drafts without giving up review control
  • Support orgs with an existing knowledge base or FAQ to ground answers in
  • Ops teams comfortable approving AI suggestions before they send

Not yet

  • Teams wanting a fully autonomous bot that replies with no human review
  • Teams with no documented answers yet — Copilot needs approved context to work from
  • Anyone expecting AI suggestions to send without agent review

Grounded in your docs

Give your agents a drafting partner, not a black box.

Start free, connect your knowledge base, and see Copilot's first cited draft in minutes.

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