# Copilot Section: Lyro - AI Agent Description: Get AI-suggested replies from Copilot in conversations and tickets, choose its knowledge sources and turn auto-suggestions on or off. Verified against Tidio panel 12.304.0 Last updated: 2026-11-07 Source: https://help.tidio.com/articles/copilot/ Want to use the full power and convenience of AI responses without losing your personalized touch with visitors? Are you curious about Lyro but not quite ready to use it yet? You can give **Copilot** a try\! Copilot is a tool that will **generate suggested responses** to incoming chat messages and tickets** on request**, so that you can modify them before sending (if necessary). Copilot helps you save time and effort, allowing you to focus on providing support your visitors deserve. Please note: if you are using [**Guidance**](), know that the prompts do **not** affect Copilot. Guidance is restricted to affecting the Lyro AI agent only. **In this article, you'll learn:** - [How to enable Copilot]() - [How to use Copilot]() - [How to use Copilot's AI improvisations]() - [How to enable (or disable) automatic response generation]() [Video]() Silent walkthrough. Ask Copilot for a reply in a live chat, add it to the reply box and send it, review the automatic suggestion after the visitor's next message, switch Copilot sources to Knowledge and back, and press the spacebar for a new suggestion. ## Getting started You don't need to turn on **Lyro** (the AI agent), or let it answer your customers, to use **Copilot**. What Copilot does need is knowledge: it uses the same **data sources** as Lyro, which you manage in the **Lyro AI Agent** section. You can, however, make sure Copilot's knowledge is **separate or different** from Lyro's. You can learn how to add data sources in our [dedicated quick setup guide](). Lyro's [Suggestions]() help, too - the answers you review and add there help both Lyro and Copilot respond better. Once at least one data source is uploaded, you will see it listed in the **Data sources** tab of the **Lyro AI ****Agent** section: ![Lyro AI Agent \> Data sources, list of added sources (a website, a few Q&A pairs and a CSV import) with the separate Lyro and Copilot columns: green checkmarks for most sources, a gray dash in the Copilot column for one Q&A pair, and the tooltip "Source is used by Copilot" showing over one checkmark]() You will notice the **Lyro** and **Copilot** columns in the list. A green checkmark means the source is used by Lyro or Copilot, and a dash means it isn't (hover over it to see **Source is used by Copilot** or **Source is not used by Copilot**). That allows you to see if a particular source - like a question-and-answer (Q&A) pair - is being used by Lyro, Copilot, both (or neither). To ensure Copilot is allowed to use the knowledge you've added, click on a specific Q&A pair, and in the **Used by** section of its details, turn on the **Copilot** switch: ![The Q&A Details panel shows Manual as the source and both Lyro and Copilot switches enabled under Used by.]() Naturally, you can also decide if the same piece of knowledge is used by Lyro as well. ## Using Copilot in a conversation or ticket Once everything is set up, the reply box of every conversation will include the **Copilot** button in the bottom-left. Hover over it to see **Copilot answer** and its keyboard shortcut: ![The reply box of a live conversation, empty, with the placeholder starting "Write a message or press spacebar for Copilot", and the Copilot button (Copilot icon and the label "Copilot") in the bottom-left of the toolbar, next to AI Writing Tools, with the tooltip "Copilot answer" and the Space shortcut showing]() Even quicker: when the reply box is empty, simply press the **spacebar** - the reply box reminds you with **Write a message or press spacebar for Copilot**. You'll also find **Copilot answer** in **Search actions** (**Cmd + K**, or **Ctrl + K** on Windows). Once clicked, Copilot will generate an** AI suggestion** for you to review (while it's working, you'll see **Copilot is typing a response...** - click on the X to stop it). The suggestion is displayed in the conversation itself, and will allow you to either use the suggestion or discard it completely with **Cancel**: ![A Copilot shipping response is tagged AI Improvisation, with Add to input, Cancel and a three-dot menu beneath the suggestion.]() Notice how Copilot's suggestion (in the example above) includes the **AI Improvisation** tag above the suggested response; that means the suggestion is **not** based on any data sources. In cases like this, Copilot can entirely improvise a suggestion; see more on that [in this section of the article](). If Copilot's suggestion is based on your existing data sources, then the tag **Data sources** will be used instead: ![A Copilot response identifying a song is tagged Data sources, with Add to input, Cancel and a three-dot menu beneath it.]() Once you click on the **Add to input** option, the message will appear in your input window - which means you will be able to either send it immediately, or modify it in any way you like first. In a live conversation, you need to join it first - until you do, **Add to input** is grayed out with the tip **Join conversation first**: ![The conversation message input contains Copilot’s suggested song answer, ready to edit or send with the Reply button.]() Naturally, you can also use Copilot when responding to **tickets** - note the same **Copilot** button in the bottom-left of the reply box. It's there when you reply to the customer, not when you write an internal note: ![A Copilot suggestion above the reply box of a live chat: "Copilot" with the green "Data sources" tag, the suggested answer about express shipping, the Add to input and Cancel buttons and the three-dots button, and the Copilot button in the bottom-left of the toolbar]() Copilot works in the Tidio mobile app too: in a conversation, tap the Copilot icon among the shortcuts next to your reply. 💡 **Please note:** Copilot is one of the features of the **Inbox AI** add-on, together with AI Writing Tools, AI summaries and AI translations. If Copilot isn't included in your subscription, you'll still see the **Copilot** button, but clicking on it opens an upgrade window: **Copilot drafts replies from your knowledge sources so your team can answer customers faster.** In **Search actions**, **Copilot answer** shows a small diamond badge. Copilot also has a monthly limit - once it's reached, you'll see **You’ve reached the limit of 1000 responses. It will be reset next month.** ## Using Copilot's AI improvisations Copilot is not limited to just using your data sources; it can also **improvise** if no information is available. This means that Copilot will never leave you without any suggestion; it allows the tool to be more flexible and still give you elegant-sounding responses. Please keep in mind that these suggestions are not based on any data at all, so it's **crucial to review and modify** them\! Whenever Copilot generates a suggestion that is improvised, it will be tagged with **AI Improvisation** above the suggestion itself: ![A Copilot response to a product availability question is tagged AI Improvisation and offers Add to input, Cancel and a three-dot menu.]() You can hover your cursor over that tag and see more details on what the possible tags mean: ![The Copilot answer types tooltip explains that Data sources uses added knowledge, while AI Improvisation uses assumptions outside the data and needs careful review.]() In some cases, the suggestions can include **placeholders**, i.e. places in the message that you need to replace with actual information. This can relate to specific numbers or names (e.g. order numbers, prices, etc.), where it would be inappropriate for Copilot to simply improvise some data: ![A Lyro AI Copilot shipping suggestion tagged AI Improvisation includes the placeholder "\[PROVIDE NUMBER HERE\]" instead of a delivery time.]() As with all AI improvisations, you should **review** this type of suggestion and **modify** it as necessary. Please note that you can navigate to the **Data sources** section directly from a conversation or ticket, where Copilot had to improvise for a suggestion. That way, you can add any missing information and make sure that Copilot has the appropriate knowledge next time. Click on the **three dots** below Copilot's suggestion, and use the **Manage knowledge** button: ![The circled three-dot button below a Copilot suggestion opens a menu with Auto-suggestions enabled and a Manage knowledge option.]() ![The three-dots menu opened under a Copilot suggestion in a live conversation: the "Copilot sources" header with "Uses all Lyro knowledge and optional AI improvisation to generate suggestions", the Knowledge + AI improvisations (selected) and Knowledge options, Manage knowledge, the Settings header with the Auto-suggestions switch (on) and Configure, and Learn about Copilot at the bottom]() You will be taken to the **Data sources** section, where you can manage existing knowledge and add new data sources. It is also possible for you to **disable** these AI improvisations entirely. You will find that option inside the **Lyro AI Agent \> Configure** section, inside the **Copilot** tab. In there, find the **Sources of suggestions** options, and select the option you prefer - **Knowledge + AI improvisations**, or **Knowledge** only. You can also switch between the two in the three-dots menu below any Copilot suggestion, under **Copilot sources**. With **Knowledge** only, if your data sources don't cover a question, Copilot will tell you it doesn't have enough information about the topic, with an **Add knowledge** link: ![The Copilot tab in Configure has Sources of suggestions highlighted by an arrow, with "Knowledge + AI improvisations" selected and "Knowledge" available below.]() ## Enabling (or disabling) automatic Copilot responses While Copilot is always available for agents thanks to the dedicated **Copilot** button, you can use an additional feature: generating responses **automatically**. This feature is enabled by default. Thanks to this **auto-suggestion** feature, Copilot will automatically suggest a response whenever the customer was the last one to write; you won't have to use the **Copilot** button for these interactions. Auto-suggestions work in: - conversations from live chat, Messenger, Instagram and WhatsApp - as long as the conversation isn't solved and no bot is handling it, - tickets - except Facebook and Instagram comments and voice tickets. You can enable (or disable) this feature via the **Copilot** tab, in your Lyro **Configure** section. Find the **Auto-suggestions** option there: ![The Copilot tab in Configure shows the enabled Auto-suggestions switch, highlighted by an arrow.]() In addition to the option above, you can also disable (or enable) the automatic suggestions d**irectly from the conversation or ticket**. Simply click on the **three dots** underneath Copilot's suggested response, and use the **Auto-suggestions** switch: ![The circled three-dot button below a Copilot suggestion opens a menu with Auto-suggestions enabled and a Manage knowledge option.]() If AI improvisations are on when you switch auto-suggestions off, Copilot asks what you'd like to do in the **Disable Copilot auto-suggestions?** window. Choose **Disable only AI improvisation** to keep the suggestions but base them only on your knowledge, or **Disable Auto-suggestions**, and click on **Done**: ![The "Disable Copilot auto-suggestions?" window over a conversation, with the two options "Disable only AI improvisation" (with "Keep suggestions, based only on your knowledge.") and "Disable Auto-suggestions" (with "Copilot will stop suggesting replies."), and the Cancel and Done buttons]() ## Further reading - Lyro - the conversational AI agent - [AI summaries on tickets]() - [AI Tools (the reply assistant)]() - [Lyro Suggestions]() - [Lyro Guidance]()