Accessibility
How much does Copilot cost?
Copilot is available on all new pricing plans and most legacy plans, with included usage for every teammate.
Unlimited usage can be purchased as a flexible per seat add-on for $35/month per teammate (or $29/month per teammate if you’re on an annual subscription).
Copilot unlimited usage can be purchased for individual teammates, you don’t need to purchase it for every seat.
Does a question where Copilot was unable to provide an answer count towards the included usage?
Conversations where Copilot was unable to provide an answer will not count towards your included usage.
Does Copilot automatically stop after 10 conversations per teammate?
After a teammate has used their 10 conversations with Copilot per month, Copilot will stop responding to the teammate's questions in the Inbox and you won’t be charged until you decide to buy unlimited usage.
What languages does Copilot work with?
Copilot supports 45 languages, including:
Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, and Vietnamese.
Can EU/AUS hosted workspaces use Copilot?
Yes, Copilot can be used on EU/AU hosted workspaces:
EU hosted workspaces can use Copilot, with data processed securely within Europe for enhanced data privacy.
AU hosted workspaces can use Copilot, but data processing is currently still US-based. Regional data hosting for these workspaces is coming soon. If you’ve previously consented to the Additional Product Terms for AI Products/Features, then you can use Copilot immediately. If you haven’t previously consented, then you’ll be asked to agree to the terms from within the AI Copilot tab in the inbox.
Do I need to sign any additional terms to start using Copilot?
If you’re already using an AI product or feature in Intercom (e.g. Fin AI Agent or Inbox AI features) or you’re on one of the current pricing plans, then you don’t need to sign any additional terms as you’ve already agreed to them. If not, then you do need to agree to the Additional Product Terms for AI Products/Features.
Can I disable Copilot for my whole workspace?
Yes, all inbox AI features can be enabled or disabled from Settings > AI & Automation > Inbox AI.
Does Copilot work for demo conversations?
No, Copilot will only work for real conversations in the inbox.
Managing sources
How can I use internal articles with Copilot?
You can create, sync or import internal articles to Knowledge and manage which content is available to Copilot from there.
Can I customize which sources Copilot uses?
Yes, you can enable or disable sources for Copilot from Knowledge > Sources.
Teammates can also filter by source when asking Copilot a question from the Inbox.
Can I target specific pieces of content to certain teams/teammates?
No, it's currently not possible to target content to specific teams or teammates so that Copilot only uses the sources relevant to that team/teammate.
How quickly will Copilot use information updated in an articles created in Intercom?
Copilot will use updated information in public/internal articles created in Intercom almost immediately (less than one hour). Updates to synced content depend on the source.
How quickly will Copilot ingest new conversations?
The last 4 months of conversations are ingested on a daily basis if conversation history is enabled. To ensure efficiency and scalability, advanced algorithms are used to process a select subset of conversations. This approach maintains optimal performance while handling a large volume of data.
Are conversation/ticket notes included in conversation history?
Yes, notes within a conversation or ticket history are also used by Copilot.
Can Copilot ingest multiple support content sources simultaneously?
Yes! Copilot can ingest content from multiple content sources at the same time.
How does Copilot handle multimedia (images/video)?
All multimedia is currently not used/visible to Copilot.
AI technology
How does Copilot generate answers?
Copilot uses the latest AI models to understand the customer question, search for relevant sources enabled in the Knowledge Hub, and provide accurate answers based on those sources.
What AI models does Copilot use?
Copilot uses a mix of models, including OpenAI's GPT-4, alongside Intercom’s own proprietary AI technologies to respond quickly and accurately. Copilot always uses the model best suited to the task at hand.
What safeguards are in place to ensure that Copilot provides the most accurate answers?
Copilot only provides answers based on your support content.
Copilot uses the most advanced AI models from OpenAI, including GPT-4 which is known for being the most accurate and high-quality model in the market.
Copilot always shows the sources that it has used to generate answers. These sources can be expanded in the right sidebar and the information that has been used within a source will be highlighted in yellow, except for with webpage and PDF sources.
You can configure the content that Copilot uses to generate answers using Copilot state controls in the Knowledge > Content table.
Answers can always be edited in the composer before being sent to the customer.
While Copilot will aim to provide accurate and helpful answers to your questions, it's important to remember that Copilot is powered by machine learning models, and these are not perfect. They are built on statistical patterns, and as such, occasionally they may return an incorrect response.
Reporting
What reporting is available for Copilot?
You can gain visibility into how Copilot is used in your workspace through Copilot reporting. The Copilot dataset can also be used to build your own custom reports.
Does “Percentage of conversations using AI Copilot” include Copilot usage on Back-office tickets and Tracker tickets?
No, this metric only looks at usage of Copilot on customer conversations and Customer tickets (not Back-office tickets or Tracker tickets).
Why does “Percentage of conversations using AI Copilot” only include conversations that have one customer reply AND one teammate reply?
This metric only includes conversations with one teammate and one customer reply to exclude conversations where Copilot would not have been used by a teammate during a conversation. For example, this would exclude outbound conversations where there is no customer reply, or conversations that were resolved by Agent and there was no teammate reply.
Is “Conversations using AI Copilot” the same as one conversation of included usage?
No, a conversation of included usage is equivalent to a single conversation had with Copilot, whereas an assisted conversation counts the number of customer conversations that have Copilot usage on them, and only on conversations that have at least one teammate and one customer reply.
For example, one conversation of included usage is used up even if Copilot is used on a Back-office ticket, but this will not be reflected as a “Conversation using AI Copilot”.
Can I see what sources were used to generate an answer in the Copilot report?
Yes, you can see this information when you use Copilot reporting and select chart drill-in. From here, you can see what questions were asked to Copilot and what answers were provided along with the inline sources and relevant sources that were available.
Is reporting available on which answers were added to the composer / sent to the customer?
No, the current reporting doesn't show specifically which answers were added to the composer when using Copilot. However, creating a Copilot report will show the percentage of conversations where a Copilot answer was copied by the teammate.
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