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 help you save time and effort, allowing you to focus on providing support your visitors deserve.

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

Getting started

To get Copilot up and running, you first need to enable Lyro (the AI agent) and add your respective data sources. This is because Copilot's knowledge base is managed through the same database as Lyro's knowledge base. You can, however, make sure Copilot's knowledge is separate or different from Lyro's.

You can learn how to enable Lyro and add data sources in our dedicated quick setup guide. 

Once at least one data source is uploaded, you will see it listed in the Data sources tab of the Lyro AI Agent section:

You will notice that the Used by column displays Lyro and Copilot tags; that allows you to see if the particular question-and-answer (Q&A) pair is being used by either Lyro or Copilot, or both (or neither).

To ensure Copilot is allowed to use the knowledge you've added, click on a specific Q&A pair and toggle the Copilot tag on:

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, your chat interface will include the Copilot answer button in the bottom-left:

Once clicked, Copilot will generate an AI suggestion for you to review; it's going to be displayed in the conversation itself, and will allow you to either use the suggestion or discard it completely:

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:

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:

Naturally, you can also use Copilot when responding to tickets via - note the same Copilot answer button in the bottom-left:

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:

You can hover your cursor over that tag and see more details on what the possible tags mean:

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:

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:

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:

Enabling (or disabling) automatic Copilot responses

While Copilot is always available for agents thanks to the dedicated Copilot answer 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 when you join a live conversation or the visitor asks a question during an active conversation; you won't have to use the Copilot answer button for the interactions.

You can enable (or disable) this feature via the Copilot tab, in in your Lyro Configure section. Find the Auto-suggestions option there:

In addition to the option above, you can also disable (or enable) the automatic suggestions directly from the conversation or ticket. Simply click on the three dots underneath Copilot's suggested response, and use the Auto-suggestions switch: