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  • Copilot* helps your support team deliver faster and more accurate responses by suggesting the best answers pulled from your articles, past conversations, and tickets — all based on the data sources you configure.

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Topics covered:

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How to Set Up Copilot

Follow the steps below to configure Copilot for your chat channels: 1. Access Copilot Settings
  • Go to Setup
  • Click on Chat Settings > Copilot Settings 2. Select a Workspace
Choose the Workspace where you want Copilot to be active.
Once you’re in the Copilot settings for your chosen workspace, you can customize the following:

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Default Availability in Channels

Select the channels where you want Copilot to be active:
  • Salesmate Chat
  • Facebook Messenger
  • WhatsApp by Twilio
  • WhatsApp by Vonage
  • Instagram Note: If only one channel exists in your account, this option won’t be shown. If you don’t select any channels, Copilot will not be active anywhere.
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Default Answer Tone

Choose the tone in which Copilot responds to customers:**Formal ** (default) – Professional tone
  • **Casual **– Relaxed yet respectful
  • **Humorous **– Playful and witty
  • **Friendly **– Warm and enthusiastic
  • **Direct **– Straight to the point
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Default Answer Length

Set how detailed Copilot’s responses should be:**Concise **– Short and to the point
  • **Standard ** (default) – A balanced response
  • **Descriptive **– Detailed and comprehensive
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Knowledge Base

Connect one or more Knowledge Bases as data sources:
  • Optional, but at least one is required to enable Copilot fully.
  • If you’ve already set up a KB for Chat, it will be pre-selected here.
  • If you choose a different KB than what’s shown in Chat, a confirmation message will appear: _“It seems you are displaying a different knowledge base in Chat. Are you sure you don’t want to keep it the same?” _
  • Don’t have a knowledge base yet? Click New Knowledge Base to create one.
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Use Past Conversations

Let Copilot learn from previously closed conversations:
  • Requires at least one Knowledge Base to be enabled first.
  • You can choose to use: **All past conversations **, or * Conversations assigned to **specific users or teams ** Only conversations closed within the past 90 days are considered.
  • New conversations are added daily; older ones are removed automatically.
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  • Note*: If no KB is enabled, you’ll see: “Please enable at least one knowledge base to use conversations.”

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Use Closed Tickets

Allow Copilot to reference past support tickets:
  • Requires a Knowledge Base to be enabled.
  • Choose between: **All closed tickets **, or * Tickets assigned to specific **users or teams ** Only tickets from the last 90 days are included.
  • The system checks and updates this data daily.
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  • Note*: If no KB is enabled, you’ll see: “Please enable at least one knowledge base to use conversations.”
  • Important Notes: All changes made in Copilot Settings are saved automatically — no need to hit “Save.”
  • Copilot trains itself automatically on all
  • published articles.
  • If no published content exists, Copilot may not return any suggestions.
  • Make sure at least one Knowledge Base is enabled to use full Copilot functionality.
  • Copilot only analyzes closed conversations and tickets from the past 90 days .
  • You can always revisit this setup to tweak tones, channels, or data sources as your needs evolve.