The Smart Copilot learns from agents' responses to users and, based on all interactions within Live (not just in one group), generates automatic suggestions for similar inquiries.
It will only be active during an ongoing conversation.
Every time a customer asks a question, the Smart Co-Pilot searches through previous conversations and offers suggested responses that help agents save time and maintain consistency in customer service.
The system automatically generates the list of suggestions from conversation logs, and it cannot be modified. However, when an agent selects a suggestion, they can edit its content before sending it to the customer, tailoring it as needed.
For a response to appear as a suggestion, the question must have been asked at least twice in the last seven days.
If a question is asked more than twice, the system creates a frequency ranking, which prioritizes the most frequently used responses across all agents and displays them as featured options.
