Copilot For Live Chat

Copilot enhances the live chat experience by assisting agents with real-time AI-powered features such as summarization, reply suggestions, translation, rewriting, and sentiment analysis. By enabling Copilot in your live chat settings, agents can resolve customer queries faster, communicate more effectively, and ensure a seamless support experience.

AI Translation

AI translation helps remove language barriers by allowing customers to communicate in their preferred language while enabling agents to reply in real time. This ensures smooth, accurate conversations, improves accessibility for a global audience, saves time for agents, and ultimately enhances customer satisfaction by making support more inclusive and effective.

How Ai Translation Works

Support agents can instantly translate a customer’s message in a different language without needing to copy and paste it into an external translation tool

By simply hovering over the customer’s message, a Translate button will appear.

With a single click, agents can choose the desired language and view the translated text, ensuring faster, smoother, and more efficient communication.

Agents can reply to customers in their own language by translating their response by clicking the “Ai Assistance” button and selecting “Translate Into“. There the agent has to select the language he want the message translated into.

Ai Suggestion & Auto Reply

AI suggestions from the trained knowledge base are helpful because they provide agents with accurate, context-specific responses instantly. Instead of spending time searching for the right information, agents get relevant reply options at their fingertips, ensuring faster resolutions, consistent answers, and improved customer satisfaction. This also reduces the chance of human error and helps new or less experienced agents handle queries confidently

How Ai Suggestion Works

Support agents can instantly search a customer’s message within trained knowledge base. By simply hovering over the customer’s message, a “Send to Co-Pilot” button will appear.

Simply by clicking the button, a new window will open from the right. This panel is accessible to both agents and admins. Beyond handling customer queries, agents can also use it to gather any required information. Copilot will process the query and provide accurate answers directly from the trained knowledge base, making support faster and more efficient.

How Ai Reply Works

Agents can simply generate an AI reply to the customers query by simply clicking “Ai Reply”. Then copilot will go through the customer/ Visitors last message and generate a reponse.

Smart Rewrite

Smart Rewrite is a Copilot feature that helps support agents rephrase or refine their replies before sending them to customers. Instead of manually editing long or repetitive responses, agents can let the AI rewrite their message in a clearer, more professional, or more empathetic tone—depending on the situation.

How Smart Rewrite Works

Agents can refine their responses using the “AI Assistance” button and selecting “Smart Rewrite.” From there, they can choose how they want their message to be rephrased—whether friendly, concise, apologetic, or professional. This ensures every reply is tailored to the situation and delivered in the right tone.

Chat Summarization

Chat summarization helps save agents time and ensures continuity. When a chat is transferred to another agent, he doesn’t need to scroll through the entire conversation—they get a quick, clear summary of what has already been discussed.

How Chat Summarization Works

Simply when a chat is transferred by an agent and chat summarization is turned on, the whole chat session will be automatically summarized and be visible to the assigned agent.