> ## Documentation Index
> Fetch the complete documentation index at: https://support.getskara.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Copilot Settings

*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.

### **Topics covered:**

* [How to Set Up Copilot](#how-to-set-up-copilot)
* [Default Availability in Channels](#default-availability-in-channels)
* [Default Answer Tone](#default-answer-tone)
* [Default Answer Length](#default-answer-length)
* [Knowledge Base](#knowledge-base)
* [Use Past Conversations](#use-past-conversations)
* [Use Closed Tickets](#use-closed-tickets)

### 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.

<Note>
  Once you're in the Copilot settings for your chosen workspace, you can customize the following:
</Note>

### 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.

<img src="https://mintcdn.com/salesmate/xItn3hmCKRFfx3eG/knowledge-base-system/import-and-export/images/mceclip0-2.png?fit=max&auto=format&n=xItn3hmCKRFfx3eG&q=85&s=4f60ed2b3c644d8ab05106b8d422aa48" alt="mceclip0.png" width="2870" height="748" data-path="knowledge-base-system/import-and-export/images/mceclip0-2.png" />

### 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

<img src="https://mintcdn.com/salesmate/xItn3hmCKRFfx3eG/knowledge-base-system/import-and-export/images/mceclip6-2.png?fit=max&auto=format&n=xItn3hmCKRFfx3eG&q=85&s=e71194f2891c24634ad873de78d02e20" alt="mceclip6.png" width="2358" height="774" data-path="knowledge-base-system/import-and-export/images/mceclip6-2.png" />

### 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

<img src="https://mintcdn.com/salesmate/xItn3hmCKRFfx3eG/knowledge-base-system/import-and-export/images/mceclip7-2.png?fit=max&auto=format&n=xItn3hmCKRFfx3eG&q=85&s=15ed1aeefe19da9e027501bf76527c1c" alt="mceclip7.png" width="2350" height="468" data-path="knowledge-base-system/import-and-export/images/mceclip7-2.png" />

### 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.

<img src="https://mintcdn.com/salesmate/xItn3hmCKRFfx3eG/knowledge-base-system/import-and-export/images/mceclip8.png?fit=max&auto=format&n=xItn3hmCKRFfx3eG&q=85&s=f6a5f177f423d53dbacd90e6b29e4a11" alt="mceclip8.png" width="2356" height="536" data-path="knowledge-base-system/import-and-export/images/mceclip8.png" />

### 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.

<img src="https://mintcdn.com/salesmate/xItn3hmCKRFfx3eG/knowledge-base-system/import-and-export/images/mceclip9.png?fit=max&auto=format&n=xItn3hmCKRFfx3eG&q=85&s=3842477406d36b323051fbce83ad26e7" alt="mceclip9.png" width="2354" height="528" data-path="knowledge-base-system/import-and-export/images/mceclip9.png" />

* ****Note: If no KB is enabled, you’ll see: “Please enable at least one knowledge base to use conversations.”****

### 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.

<img src="https://mintcdn.com/salesmate/xItn3hmCKRFfx3eG/knowledge-base-system/import-and-export/images/mceclip10.png?fit=max&auto=format&n=xItn3hmCKRFfx3eG&q=85&s=ff25a60488bbdd747c3cbec60ebccb97" alt="mceclip10.png" width="2360" height="510" data-path="knowledge-base-system/import-and-export/images/mceclip10.png" />

* *Note*: If no KB is enabled, you’ll see: *“Please enable at least one knowledge base to use conversations.”*

<Note>
  **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.
</Note>