AI Copilot Chat

This is different from the AI Agent: the AI Agent drafts or sends replies to the customer. AI Copilot Chat is a conversation you have with the AI, about the ticket — never sent to the customer, and nothing here sends or changes anything on its own until you click something.

Where to find it

Open any ticket and look at the right-hand panel — it now has two tabs, Contact and AI Chat, right where the panel used to just be the contact card.

What to ask it

A few starting points are suggested the first time you open it on a ticket:

• Summarize this ticket
• What does the customer actually need?
• Suggest a reply
• How urgent does this feel? Suggest a priority.
• Draft a reply in the customer’s own language

You can ask anything else too — it has the real conversation history for context, plus your knowledge base if one’s connected.

Web search

A Web search toggle sits under the message box, off by default. Turn it on before asking something that needs current information (a shipping carrier’s status page, today’s exchange rate, anything outside the AI’s own training) — it’s a per-message choice, not something that runs automatically on every question.

Using what it gives you

• Insert into reply — when the AI proposes exact wording it thinks you could send, that text shows in its own highlighted box with an Insert button. Clicking it drops that text straight into the real reply composer at the bottom of the ticket — it still waits for you to review and hit Send, same as picking a saved reply.
• Apply (priority) — when you ask about urgency, a suggested priority shows with an Apply button that changes the ticket’s priority directly.
• Save as note — hover any of the AI’s analysis and click Save as note to drop it straight into the ticket’s internal notes instead of copying it by hand.

Only the AI’s own actual analysis or a genuinely proposed reply ever offers these — a plain answer to a question doesn’t.

Model

A small model dropdown sits next to New chat in the panel header. It defaults to whatever your org has set as its overall AI Agent model, but you can pick a different one for just this one conversation — useful for reaching for a stronger model on a hard ticket, or a faster one for something simple — without changing what auto-reply or automation rules use elsewhere. The choice is remembered per session (see below), not per ticket.

Sessions and history

Each ticket keeps its own separate AI Copilot conversations — a session — and remembers all of them:

• Opening the AI Chat tab picks up your most recent session on that ticket automatically.
• New chat starts a fresh session with no memory of the previous one — useful for asking about something unrelated to what you were just discussing, on the same ticket.
• History lists every past session on this ticket, each showing its first question and when it was last used, so you can jump back into an earlier one.

Sessions never cross between tickets — a session only ever holds context from the one ticket it was started on.