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Ask Copilot, and your helpdesk does the legwork

The Replyco Tickets list for the fictional store Northwind Electronics, with the Replyco Copilot panel open on the right. The panel shows four starter cards, Get started, Setup my account, Analyse unresolved tickets and Analyse performance, above the How can I help? message box. The sparkle button that opens it is in the top bar.
Replyco team

A support day is full of small lookups: which tickets are waiting, who has too many, what the customer ordered, how the team did last month. Replyco Copilot is an AI assistant in a panel beside every screen. You ask in plain words, and it does the looking up, the drafting and the routine changes for you.

What’s new

Section titled “What’s new”
  • Ask about what is on your screen. Copilot knows the ticket, list, chat or order you have open, so “summarise this ticket” or “which of these are overdue?” just work.
  • Replies drafted from the conversation and the order. Ask for a reply in the tone you want, in any language, from one of your templates if you like, and send it once you have checked it.
  • Routine changes in one sentence. Assign, prioritise, resolve, snooze, star and file tickets, or answer and close chats, several at a time. Every change waits on an approval card until you say yes.
  • Reports on request. Ticket volume, response times and per-person figures for any period, as a table or chart, or emailed to you as a spreadsheet.
  • Your account set up for you. Copilot reviews your templates, signatures, rules and autoresponders and creates what is missing after you approve.
The Copilot panel open at the right of the Not Resolved ticket list of the fictional store Northwind Electronics, with the sparkle button visible in the top bar at the left. The panel's header shows the history button, the title Replyco Copilot, a plus button for a new chat and a gear button. Below the link What is it and how it works? are four starter cards: Get started, Setup my account, Analyse unresolved tickets and Analyse performance. At the bottom is the How can I help? message box with paperclip, microphone and shortcuts buttons. Selecting a card or typing a question starts a conversation.
Copilot opens beside the screen you are working on, ready with four starter questions.

Why it matters

Section titled “Why it matters”

Each lookup in a helpdesk takes a few clicks, a filter and a report, and they add up over a day. With Copilot, “show unassigned tickets from the last 24 hours and suggest who should take each” is one question instead of a search and a spreadsheet. Copilot works with your own sign-in and asks before it changes anything, so it reaches only what you can see, and nothing reaches a customer or your account without your approval. Customer names and email addresses are masked before they reach the AI, and neither your data nor your conversations are used to train AI models.

A Copilot conversation. The user asked What can you help me with? and Copilot answered with a list of what it does for tickets, ticket actions, replies and AI tools, chats, orders, and setup and reporting. Under the answer are four quick-action buttons, Show my open tickets, Count unassigned tickets, Search tickets by keyword and List templates, and buttons to copy the answer and rate it. Selecting a quick-action button sends that request.
Answers end with quick actions, so the next step is one click away.

Get started in three steps

Section titled “Get started in three steps”

  1. A few seconds after a Replyco screen has loaded, select the sparkle button in the top bar, between the notifications bell and the comrce icon. The Copilot panel opens at the right.

  2. Select a starter card such as Analyse unresolved tickets, or type your own question and press Enter.

  3. When Copilot proposes a change, check the tickets, people and text on the approval card and approve it.

Every control of the panel, what Copilot can and cannot do, and how it handles your data are in Replyco Copilot.

Availability

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Copilot is a separate feature in a pilot phase and not part of a plan. Replyco switches it on per company, and during a trial it is available to companies outside the German region. If you do not see the sparkle button in the top bar, ask Replyco’s support team with Support at the foot of the sidebar to switch it on. Copilot works on every Replyco screen for every user in a company that has it, with each user’s own permissions.

Learn more

Section titled “Learn more”
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