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AI

Copilot: drafts, rewrites and next steps

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

The copilot is part of Cliedesk Pro. Everyone with the Use AI permission (Supervisors and Agents) gets all of it. There are no copilot seats and no monthly limit per agent. Only your site’s AI budget limits use. If no AI provider is connected, the copilot does not show. See AI settings.

The copilot never sends anything. You check the text and click Send.

Draft a reply

  1. Open a conversation.
  2. In the reply composer, click Draft.
  3. The draft appears in the composer with the label AI draft. The label goes away when you edit the text.

The draft uses the conversation, linked orders and records, your help articles and your house style. Click the AI draft options button to see notes for you, the sources it used and a warning when it used internal content.

If your admin turns on background drafts in Settings → AI → Switchboard, a draft is already waiting when you open an assigned conversation.

Change a draft

  1. Click AI draft options.
  2. Type what to change, for example “shorter”, “in German” or “also ask for the order photo”.
  3. Click Refine.

Each change makes a new version. Click Restore next to a version to use it again. Click Save for the team to keep an instruction; your team finds it under Saved prompts. Use the thumbs to rate a draft, or Discard it.

Rewrite text

  1. Select text, or select nothing to rewrite all of it.
  2. Click Rewrite with AI and choose Expand, Shorten, Friendlier, More professional, Simplify, Fix spelling and grammar, More formal or Less formal.

Only the selected text changes. Press Ctrl+Z (Cmd+Z on Mac) to undo. The same button shows in notes, side threads, saved replies, outbound messages and other text fields. In the help article editor, use the AI writing panel in the sidebar.

My tone and autocomplete

Click My copilot settings:

  • Turn on “My tone”: the copilot builds a style card from your last 200 sent replies. Only you can see it. Open My style card… to edit it. Drafts and rewrites then sound like you, but the house style still applies.
  • Turn off autocomplete: grey text that completes your sentence. Press Tab to add it or Esc to dismiss it.

Next steps and actions

Under the composer the copilot shows one Next step with the reason. The Copilot card in the conversation sidebar shows it too. After you send a reply, it suggests a status; click Set status to use it.

Click Suggest actions to get buttons such as a refund or a tracking link. Each button opens a preview with the amount. If the amount is over your limit, you get Request approval instead of Run.

Under customer messages the copilot lists SKUs, tracking numbers, amounts and dates it found. Click one to track the parcel, open the order or copy it.

For admins

Go to Settings → AI → Copilot (Admins):

  • House style: greeting, sign-off, words to use or avoid, empathy rules and copilot-only instructions. Customers never see copilot-only instructions.
  • Auto assist: in the chosen queues or teams the copilot proposes playbook steps. Agents approve, edit or skip each step. After a sent reply it waits for the customer. Playbooks are coming in a later version.
  • Autocomplete for the whole site.
  • Acceptance: how many suggestions agents accepted or edited, and the time saved (Supervisors and above).