AI Assist — Copilot for Your Agents
Use AI Assist to get real-time reply suggestions, smart summaries, tone adjusters, and auto-translations as your team chats.
Step-by-Step Guide
Enable AI Assist
Go to Settings → AI → AI Assist. Toggle on. Choose which features to enable for your team: Reply Suggestions, Conversation Summary, Tone Adjuster, Auto-Translation.
Screenshot: AI Assist feature toggles panel
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Reply Suggestions
When typing a reply, AI Assist generates 3 contextual suggestions below the text box based on conversation history and your knowledge base. Click to insert, then edit before sending.
Tip: Agents can upvote/downvote suggestions — this feedback improves suggestion quality over time for your workspace.
Conversation Summary
Click the Summarise button (spark icon) in any conversation to get a concise AI summary of the entire thread. Useful when taking over a conversation mid-session or reviewing a long history.
Screenshot: AI-generated conversation summary card
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Tone Adjuster
Select any text in the reply box → right-click → Adjust Tone. Choose: More formal, More friendly, More concise, or Apologetic. AI rewrites without changing the core meaning.
Auto-Translation
Enable Auto-Translate in AI Assist settings. When a customer messages in a language different from your workspace default, messages are shown with a translation below. Your reply is auto-translated before sending.
Warning: Always review auto-translated messages before sending for high-stakes languages or nuanced customer situations.
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