Copilot, the console assistant It answers, it proposes, you approve
Copilot answers your questions about the console. For an administrator, it also proposes a plan to create or change agents, actions and contact points. Nothing is applied until you click "Appliquer" (Apply).
Open Copilot
Copilot is available only to organizations that have access to it. The "Copilot" button then sits at the top right of the console. The panel opens on the right and pushes the page aside, or fills the screen on a phone; it keeps its conversation from one page to the next.
- "Comment puis-je vous aider ?" (How can I help you?) An empty conversation opens on this question, with questions suggested for the page you are on.
- "Historique" (History). Your conversations with Copilot, with a search field and "Supprimer la conversation" (Delete the conversation). Each member sees only their own. "Nouvelle conversation" (New conversation) starts afresh.
- "Joindre des fichiers" (Attach files). Attach or drop PDF, Word, Excel, PowerPoint, email, text or logo files, up to 5 MB each. For an administrator, Copilot can import them into a document search action, or make one the web chat's logo, through a plan.
- Usage limit. Copilot has a usage limit over 5 hours, 7 days and 30 days. From half of it, a banner says how much you have used, for example "Vous avez utilisé 50 % de votre limite Copilot sur 7 jours." (You have used 50% of your Copilot limit over 7 days.)
What it answers
Copilot looks for the information in your console and in this documentation: your agents, their contact points and actions, your conversations and their trends, the analysis, your subscription. It reads with your own rights, and never reads members, roles, invitations, payment details, secrets or recordings.
For a member, that is all Copilot does: "Je peux aller chercher les informations de la console ou de la documentation." (I can look up information in the console or the documentation.)
The plan to approve
For an administrator: "Je peux créer et configurer vos agents, et aller chercher les informations de la console ou de la documentation." (I can create and configure your agents, and look up information in the console or the documentation.) To change your configuration, Copilot proposes a "Plan proposé" (Proposed plan): a list of steps such as "Créer l'agent …", "Associer … à …", "Ajouter un chat web à …" or "Obtenir un numéro de téléphone pour …".
- "Appliquer" (Apply). The steps run one by one, each marked done. The plan becomes "Plan appliqué" (Plan applied).
- "Refuser" (Refuse). The field then asks "Que faut-il changer ?" (What should change?), and Copilot proposes a corrected plan.
- "Revenir en arrière" (Go back). An applied plan can be undone: each step it made is undone, and a value changed by hand since is kept. The confirmation lists what you lose; a released number cannot be recovered. An action prepared in a conversation and run or discarded by the plan ("Lancer l'action …", "Écarter l'action …") is not undone: before you apply, the step says "Irréversible" (Irreversible). An interrupted plan offers "Reprendre" (Resume) or "Revenir en arrière".
- "Plan périmé" (Outdated plan). If an agent or an action has changed since the proposal, the plan no longer applies: "Reproposer" (Propose again) asks Copilot for a plan based on the current state.
What it leaves to you
- Deleting. Copilot deletes nothing: to delete an agent, an action or a contact point, it gives you the console page where you do it.
- Secrets. An API key pasted in the conversation (a long run of letters and digits, a token) is masked before Copilot sees it, and nobody keeps it: Copilot sends you to the action's page to type it there. An ordinary password is not recognised: do not paste it, type it on the action's page.
- Phone numbers. A number comes from the numbers included in your plan. Past them, Copilot does not propose one: it suggests forwarding a number you already have, a web chat or WhatsApp, or a plan with more numbers.
Check what it set up
Once a plan is applied, try the agent in test mode before your customers reach it.