Use Quinn Copilot
Your team spends time hunting for context: what did this customer already try, what does the help center say, has this come up before. Copilot answers those questions inline, without ever speaking to the customer itself.
Copilot needs an AI model configured. Find its settings at Admin → Settings → Copilot, under AI & Automation. Use Pause Copilot there to hide it from teammates in the inbox, and Resume to bring it back.
What Copilot does
Copilot is teammate-facing only. It never sends a message a customer sees directly.
- Ask questions in the Q&A tab. Open any conversation or ticket and ask Copilot about it in a private panel next to the thread. It answers from the same knowledge sources you've enabled, plus internal notes.
- Draft replies. Ask Copilot to write a reply and it drops a draft into the composer for you to edit and send. Copilot never sends on its own.
- Translate messages. Incoming messages can be shown in your language, and outgoing replies can be sent in the customer's.
- Classify conversation attributes. For any attribute you've opted into AI detection, Copilot fills it in automatically based on the conversation.
Internal notes are Copilot-only knowledge. They're never used when drafting anything that could reach a customer, even indirectly.
Configure Copilot
| Tab | What you configure |
|---|---|
| Knowledge | Which sources Copilot can draw on, including internal-only ones |
| Guidance | Rules that steer how Copilot answers |
Set which actions Copilot may take in Admin → Settings → Connectors. See Give Quinn actions.
Drafted replies use the Agent's configured voice, even though you triggered the draft from Copilot. That keeps tone consistent regardless of which agent produced the text a customer eventually reads.
Next steps
- Knowledge sources: see what internal-only sources like tickets and past conversations contribute
- Give Quinn actions: let Copilot take actions when a teammate asks
- Monitor Quinn: see how much your team is actually using Copilot