How to Use AI Copilot for Suggested Replies & Conversation Summaries
⚡Mandatory Prerequisites & Initial Checklist
- ✓Active AI Copilot entitlement enabled under your tenant subscription.
- ✓Knowledge Base documents and company FAQs uploaded to RAG engine.
- ✓WhatsApp instance linked to an AI Copilot profile.
📋Step-by-Step Instructions in Dashboard
Generate Contextual Suggested Response
When a customer asks complex pricing or product questions, click 'Suggest with AI'. The RAG engine analyzes the last 10 messages and company knowledge base, drafting an accurate response into the composer for operator review.
Inspect Real-Time Sentiment Indicator
The AI monitors customer phrasing and classifies sentiment: Green (Positive), Gray (Neutral) or Red (Frustrated/Negative). Critical sentiment drops trigger visual and audio alerts for supervisor escalation.
Generate One-Click Shift Handoff Summary
For extensive conversations spanning dozens of messages, click 'Generate Summary'. The AI condenses key discussion points, open action items and promised deadlines into a private internal note.
🚨Critical Safety Rules & Ban Protection
- 🛡️Human-in-the-Loop Safeguard: The copilot is designed to empower human agents; always verify pricing and contract deadlines before hitting send.
- 🛡️Automatic Bot Suspension (ai_paused): The moment a human operator dispatches a message, autonomous bots pause automatically to prevent awkward overlapping responses.
❓Frequently Asked Questions & Troubleshooting
P:Where does the AI get information for suggested replies?
Exclusively from company PDFs, verified URLs and manuals uploaded into your Knowledge Base (RAG), preventing hallucinations.
P:Can I customize the AI tone of voice?
Yes. Under Settings > AI Profiles, configure whether responses should be formal, consultative, friendly or technical.