Replyco Help Centre | Release notes

Ask Copilot, and your helpdesk does the legwork

Tue, 29 Sep 2026 00:00:00 GMT

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

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.

Copilot opens beside the screen you are working on, ready with four starter questions.

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.

Answers end with quick actions, so the next step is one click away.

Get started in three steps

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

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

Replyco Copilot: the full guide, with every control, example prompts, the FAQ and troubleshooting.
Data and privacy: what Copilot reads, what is masked and what is stored.
AI drafts and AI summaries: Replyco’s automatic AI in every ticket.

Fix every typo in one click, without the AI rewriting your reply

Mon, 28 Sep 2026 00:00:00 GMT

A reply with typos in it looks careless, however good the answer is. Correct Spelling is a new choice in the AI assistant: it fixes the spelling, grammar and punctuation in your reply and leaves every other word exactly as you wrote it.

What’s new

One click fixes the mistakes. Choose Correct Spelling from Assistant in the reply editor, and typos, wrong apostrophes and missing commas and full stops are corrected before the customer sees them.
Your words stay yours. Unlike Improve Writing, it never rephrases, shortens or restructures a sentence, and a reply without mistakes comes back unchanged, so you can run it on every reply without reading a rewritten version.
Placeholders stay in place. Tags such as #customer_first_name# are kept exactly where you put them, so replies built from templates and AI drafts still fill in correctly.
In the language you wrote. A German reply is corrected in German and an English one in English; nothing is translated.
One sentence or the whole reply, in tickets and chats. Select part of the text to correct only that part, or use it in the chat reply box for WhatsApp, Messenger, Instagram and your live chat.

[Screenshot: The reply editor of ticket #32532 in Replyco, open under the customer's newest message. The Assistant menu in the editor toolbar is open, scrolled to its end, and its last entry, Correct Spelling, is highlighted. Beside the menu the draft reply shows its mistakes: "Your order hasnt been dispached yet so we can stil change the ... reply with the new adress and we will update it straight away". Choosing Correct Spelling fixes the spelling, grammar and punctuation and keeps every other word of the reply as it is.]

Why it matters

A spelling fix that also rewrites the message makes the agent read it again before sending, which cancels out the time it saved. Because Correct Spelling changes only what is wrong, an agent who types fast can correct and send in seconds, and the facts, the tone and the promises in the reply are exactly the ones the agent chose.

[Screenshot: The reply editor of ticket #32532 in Replyco after Correct Spelling has run. The editor now reads "Hello #customer_first_name#, Thank you for your message. Your order hasn't been dispatched yet, so we can still change the delivery address for you. Please reply with the new address and we will update it straight away." The wording is the same as before; only the spelling, the apostrophes, the missing comma and the final full stop changed, and the placeholder tag is untouched.]

Get started in three steps

Open a ticket and select Respond, or open a conversation under Chats.
Write your reply, select Assistant in the editor toolbar and choose Correct Spelling. In a chat, the menu is AI Help. To correct one sentence only, select it first and choose Correct Spelling from the small AI Assistant menu that appears.
The corrected text replaces yours in the editor. Glance over it and send.

Every choice in the assistant, and how the selection menu works, is in Rewrite a reply with the AI assistant.

Availability

Correct Spelling is part of Replyco AI, which every plan includes; during a trial every feature is on. It is in the ticket reply editor, in the editor for a new ticket and in the chat reply box, for everyone who can reply there. Each correction is one AI action, listed as Message Update under AdminBilling › AI Usage.

Learn more

Rewrite a reply with the AI assistant: every rewrite choice in the ticket editor, and correcting a selection only.
Answer a chat: the AI assistant in the chat reply box.
Create Ticket: the same assistant when you write to a customer first.
AI drafts: let Replyco write the first draft, then correct it.

See which customers are upset before you open a single ticket

Mon, 28 Sep 2026 00:00:00 GMT

In a ticket list, a customer chasing a refund for the third time looks exactly like one asking a calm first question. Replyco now reads the tone of every incoming customer message, scores it from 0 (furious) to 1 (delighted), and shows your team the mood before anyone opens the ticket.

What’s new

A face on every ticket. The new Tone column in the ticket list shows a red, yellow or green face for each ticket’s latest scored customer message, so your team spots upset customers at a glance.
The reason, not just the score. Hover a face for the score and a one-line reason from the AI, such as Frustrated about late delivery and broken item; demands replacement., so you know what went wrong before you read the thread.
Upset customers move up the queue. Tone rules turn score ranges into your SLA priorities, so a furious message can make its ticket your most urgent one, with that priority’s response deadline. You decide whether tone may also replace a priority someone already set.
Your rules can react. Tone score (0 = furious, 1 = delighted) is a new condition in message rules, so an angry message can go straight to a senior agent or get a label.
See which products upset customers. The Average tone by product widget on the Overview dashboard ranks products by the average tone of their tickets, worst first.

[Screenshot: The Not Resolved ticket list in Replyco with a coloured face in the Tone column of every scored ticket: yellow and green faces for calm and happy customers, and one red frown, highlighted, on the ticket "Received the 4-in-1 hub instead of the 7-in-1" from Daniel Hughes. The red face has opened a card that reads "Customer tone:" with the band Upset and the score 0.28, and below it the AI's reason: "Matter-of-fact; mildly frustrated by the wrong item." One row has no face because none of its messages was scored.]

Why it matters

The customers who wait angry are the ones who open disputes and leave one-star reviews, and nothing in a subject line gives them away. Tone detection finds them for you, so they are answered first without anyone reading every message to look for them. Every priority tone assigns leaves a row in the ticket’s history with the score and the AI’s reason, so a surprising Urgent can always be explained.

[Screenshot: Ticket #32533 in Replyco with its conversation in the middle: the customer's first message at 04:49 with a yellow face and the follow-up "Any update on this, please?" at 04:58 with a red face. Below the follow-up, a grey history row is highlighted. It reads "Tone score 0.28 assigned priority Urgent (Matter-of-fact; mildly frustrated by the wrong item.)" with its date underneath. The priority field at the top of the right-hand panel shows Urgent, the priority tone assigned.]

Get started in three steps

Go to ToolsAI Settings, switch on Message Tone Analysis on the General tab and select Save. New customer messages are scored from now on; nothing is prioritised yet.
Watch the Tone column for a week and hover a few faces to read the reasons. If your customers write in a way the AI misreads, add a few examples of your own on the Tone tab.
When the scores look right, tick Let tone set the SLA priority on the Tone tab and add tone rules, for example 0.00–0.30 → Urgent. Tone then gives a priority to tickets that have none.

Every step and every switch is explained in Setting it up in five steps.

Availability

Tone detection is part of Replyco AI, which every plan includes; during a trial every feature is on. It stays off until someone with the Admin permission with Edit rights switches it on. Letting tone set priorities uses your priorities under AdminCompany Settings › Priorities & SLA, which every current plan includes. Messages are scored in the language the customer wrote, without translation; conversations under Chats are not scored. Each scored message is one AI action, listed as Tone Analysis under AdminBilling › AI Usage.

Learn more

Message tone analysis: the full guide to tone detection.
Setting it up in five steps: switch it on, calibrate it and let it set priorities.
Every setting, explained: the override switches and tone rules, with worked examples.
Frequently asked questions: cost, accuracy, privacy and why a ticket has no face.