Agent Assistant (Copilot)
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The Agent Assistant is a BLE AI that works alongside your team on the call screen: it doesn’t type responses to the customer on its own, but it prepares drafts for you, finds answers in the knowledge base, and takes notes for the agent who takes over the call. It appears on the screen as the “AI Assistant.”
- InboxOpen a conversation and use the assistant
- Permission GroupsDetermine who can use the Assistant
- Teaching BLE AIThe knowledge base on which the assistant relies
Where is the Help section?
Open a conversation; if the Details panel on the right is closed, open it using the panel icon on the conversation’s toolbar. Expand the "AI Assistant" section in the panel. This section appears when BLE AI is installed and uses BLE AI’s knowledge base; if no agents are available, a note to that effect will appear in the section.
To use the assistant, your role must have the "Use the BLE AI assistant when writing replies" permission. Administrators grant this permission from the Team › Permissions and Structure › Permission Groups screen.
Three modes
Use the tabs at the top of the section to select a mode:
| Mod | What it does | Button |
|---|---|---|
| Draft | It reads the conversation and creates a draft response that you can edit before sending | Draft text |
| Question | Your question is answered solely from the knowledge base; the customer does not see this | Ask the Knowledge Base |
| Revision note | Summarizes the issue, steps taken, and next steps for the assigned representative | Generate a transfer note |
Print Draft
- Select the "Drafts" tab — The customer’s latest message and the conversation history are displayed.
- Feel free to provide guidance — Write a brief instruction in the Note field, such as "mention that it can be returned." You can leave it blank.
- Click "Write Draft" — The draft is prepared in the language of the conversation and based solely on information from the knowledge base.
- Copy and send — Use "Copy" to copy the draft, paste it into the reply box, edit it if necessary, and send it yourself.
A draft is never automatically sent to the customer. Do not include commitments such as price, refund, or delivery date in the draft unless they are clearly stated in the knowledge base; however, be sure to review it before sending.
Ask a question in the knowledge base
Type a question such as “How many days is the return period?” in the “Ask” tab and click “Ask the Knowledge Base.” The answer will appear only on your screen. If there is no corresponding entry in the knowledge base, the assistant will clearly state this; this indicates that an article or information note is missing.
Revision note
When handing off a case to a colleague, click "Generate Handoff Note" in the Handoff Note tab. Note: This includes the customer’s issue, what has been tried so far, any unresolved questions, and the recommended next step. Do not include information not discussed during the call. You can copy the note and add it as an internal note.
Resources and Credits
The "Sources" list below the result shows which text in the knowledge base the answer is based on. The Draft and Ask modes may consume AI credits; when credits are used, a message such as “1 credit used” appears below the result. The Review mode does not consume credits. If your credit balance is insufficient, the assistant will not work and will prompt you to add credits.
Other AI tools on the call screen
- Summary — When you click "Create Summary" in the "Summary" section of the Details panel, a bullet-point summary of the conversation, along with keywords and the customer’s sentiment, is generated. The summary includes who created it and when; you can delete it by clicking "Remove."
- AI — The "AI" section on the same panel displays the status of BLE AI during this session, why it switched over, and the signals it detected.
- Enhance Text — The magic wand icon in the response box simplifies, shortens, or expands the text you’ve written, corrects spelling and grammar, changes its tone, or translates it into another language.
You’ll get the best results by using the assistant together: first, use “Ask” to find the right information, then use “Draft” to write the response, and finally use “Refine Text” to adjust the tone to suit your customer.
Frequently Asked Questions
I can't see the Help section.
Make sure the Details panel is open and that BLE AI is installed. If the section appears but the buttons return a permission error, your role does not have the "Use the BLE AI assistant while composing a reply" permission.
The help section is providing incorrect information.
The assistant only knows what is in the knowledge base. Update the relevant article, document, or information note; the new information will be used in subsequent requests after the content has been processed.