AI Copilot
The AI Copilot is your personal AI assistant that sits right beside every conversation, ready to help you work faster and smarter. Think of it as a knowledgeable teammate who can instantly summarize a long conversation, draft a reply in the right tone, pull up customer orders, or suggest your next move — all without leaving the inbox.
How to Access the Copilot
You'll find the Copilot in the right panel of any conversation. Click the Copilot tab to open it.
The AI Copilot is only available when you're in Human mode — meaning you've taken over the conversation from the AI agent. If the AI is still handling the conversation automatically, take over first, then use the Copilot to assist you.
Once open, you'll see a set of Quick Action buttons at the top and a chat input at the bottom. You can click any action for an instant result, or type a question to chat freely with the Copilot.
Quick Actions
The Copilot offers nine quick actions — one click each — designed to cover the most common things you need while handling a conversation.
Summarize
Get an instant summary of the entire conversation. Perfect for jumping into a long thread where a customer has been chatting with the AI or another agent. The Copilot reads through every message and gives you the key points, so you're up to speed in seconds.
When to use it: You've just been assigned a conversation with 30+ messages and need to know what's going on — fast.
Customer 360
Pull up a complete profile of the customer you're speaking with. This includes their contact details, past conversations, order history, and any relevant notes — all in one view. No need to switch between tabs or search for information.
When to use it: You want to understand the full picture of who you're helping before responding.
Draft Reply
Have the Copilot write a reply for you based on the conversation context. The Copilot reads the full thread, understands what the customer needs, and drafts an appropriate response.
You can choose a tone for the draft:
| Tone | Best For |
|---|---|
| Professional | Business inquiries, formal complaints, B2B communication |
| Friendly | Returning customers, positive interactions, casual brands |
| Casual | Social media conversations, younger audiences, relaxed brand voice |
| Empathetic | Frustrated customers, complaints, sensitive issues |
When to use it: You know what to say but want a polished draft, or you want the Copilot to handle the wording so you can focus on accuracy.
Review My Reply
Before you hit send, let the Copilot review what you've written. It checks your draft for tone, accuracy, completeness, and whether it actually addresses the customer's question. You'll get suggestions for improvement if anything can be tightened up.
When to use it: You've written a reply and want a second pair of eyes — especially for tricky or high-stakes conversations.
Search Knowledge Base
Ask the Copilot to search your organization's knowledge base for relevant articles, policies, or procedures. Instead of manually digging through help docs, just describe what you need and the Copilot finds the answer.
When to use it: A customer asks about your return policy, shipping times, or any topic covered in your knowledge base.
Lookup Orders
Quickly pull up order details for the customer you're chatting with. The Copilot retrieves recent orders, order statuses, tracking information, and more — all without leaving the conversation.
When to use it: A customer asks "Where is my order?" or you need to reference a specific purchase.
Sentiment Analysis
Get an instant read on how the customer is feeling. The Copilot analyzes the conversation tone and tells you whether the customer is satisfied, neutral, frustrated, or upset — along with what's driving that sentiment.
When to use it: You want to gauge how the conversation is going, especially after a complaint or escalation.
Suggest Next Action
Not sure what to do next? The Copilot looks at the conversation context and recommends the best next step — whether that's offering a discount, escalating to a specialist, following up on a pending issue, or simply resolving the conversation.
When to use it: You've read the conversation but aren't sure of the best path forward.
Free Chat
Type any question or request directly to the Copilot. This is an open-ended conversation with your AI assistant — ask it to explain something, compare options, rewrite text, or anything else that helps you handle the conversation.
When to use it: None of the quick actions cover what you need, or you want to ask a follow-up question about a previous Copilot response.
Every Copilot response includes a Use as Reply button. If the Copilot gives you a great answer — whether from a draft, a knowledge base search, or a free chat — you can send it directly to the customer with one click.
AI Suggestions
Separate from the Copilot panel, Fyncall also offers AI Suggestions directly in your compose area. As you're about to reply, you may see suggested responses appear above the message input. These are contextual suggestions generated by the AI based on the conversation.
To use an AI suggestion:
- Look for suggestion chips above the compose area
- Click a suggestion to insert it into the message input
- Edit the text if needed
- Press Enter to send
AI Suggestions and the Copilot work independently. Suggestions appear automatically in the compose area, while the Copilot is available on demand in the right panel. Use whichever fits your workflow — or both.
Draft Review Mode
For teams that want an extra layer of quality control, Fyncall supports a Draft Review workflow. Instead of the AI sending replies directly to customers, the AI writes drafts that human agents review before anything goes out.
Here's how the draft review cycle works:
How It Works
-
AI drafts — When a customer message arrives, the AI reads the conversation and generates a draft reply. The draft appears in your compose area, clearly marked as an AI-generated draft.
-
You review — Read the draft and decide:
- Approve — The draft is good to go. Send it as-is.
- Edit — The draft is mostly right but needs tweaking. Make your changes, then send.
- Reject — The draft misses the mark. Discard it and write your own reply from scratch.
-
Customer receives — Regardless of the path, only your approved or hand-written reply reaches the customer. The AI draft is never sent without human review.
Draft Review Mode is a team-level setting configured by your admin. If you don't see AI drafts appearing in your compose area, check with your team lead to see if this feature is enabled for your workspace.
Why Use Draft Review Mode?
| Benefit | Description |
|---|---|
| Quality control | Every reply is human-reviewed before the customer sees it |
| Faster responses | Editing a draft is quicker than writing from scratch |
| Consistent tone | AI drafts follow your brand voice; agents fine-tune the details |
| Training tool | New agents learn how to respond by reviewing AI-generated drafts |
Tone Selection
Whether you're using the Draft Reply quick action or working in Draft Review Mode, you can control the tone of AI-generated replies. The tone setting tells the Copilot how to phrase its response.
| Tone | Example Phrasing |
|---|---|
| Professional | "Thank you for reaching out. I'd be happy to assist you with your order." |
| Friendly | "Hey there! Let me take a look at that order for you." |
| Casual | "No worries! Let me check that out real quick." |
| Empathetic | "I completely understand how frustrating this must be. Let me make this right for you." |
Match your tone to the situation. Use empathetic for upset customers and professional for formal inquiries. When in doubt, friendly works well for most conversations.
Best Practices
- Start with Summarize when picking up a conversation — it saves you from scrolling through the entire thread.
- Use Customer 360 before making promises — knowing the customer's history helps you give accurate answers.
- Let the Copilot draft first, then edit — it's faster than writing from scratch, even if you change most of the text.
- Review My Reply is your safety net — use it for important or sensitive conversations before hitting send.
- Combine actions — Summarize first, then Draft Reply, then Review My Reply. Each step builds on the last.
What's Next?
- Managing Conversations — Learn how to take over, assign, and resolve conversations
- Customer Info Panel — Explore the full customer context available in the right panel
- Keyboard Shortcuts — Speed up your workflow with keyboard shortcuts