AI Agent
Once configured, your AI Agent chats directly with your contacts like a chatbot within your website widgets or connected channels such as WhatsApp. It answers their questions based on its available knowledge database. Additionally, it executes the configured System Actions that have been enabled for it and can access external MCP servers.
AI Copilot / AI Summary
The AI Copilot does not chat directly with your contacts, but rather acts as an "assistant" for your human operators.
Once you've set up an AI Copilot, you can activate it during a chat via the vertical menu on the right side. The sidebar will open.
You now have several options for interacting with the AI Copilot. If you use the "+" button at the bottom left, various context-related options will open.
For example, have the AI Chatbot suggest an answer to the question asked by the contact. You can then insert this suggested answer directly into your ongoing chat, edit it, and send it to the contact.
You can also (if activated in the settings) ask the AI Copilot to use AI Summary to summarize the conversation with the contact so far and save it as a note. This can be very helpful if, for example, you're working on conversations in a team with multiple colleagues.
Additionally, start a new chat with your AI Copilot, switch copilots, or view previous chats.
Alternatively, you also have the option to chat freely with your AI Copilot in the sidebar. Simply ask it any questions and it will answer you based on its internal knowledge database.
Insert its answers directly into the ongoing conversation with your contact as needed.
If you'd like to improve your Copilot's answer, simply tell it what to change. "Make the answer shorter" or "Skip the formatting," etc. Your Copilot will then create a new suggestion based on your instructions.
You can also see which sources from the internal knowledge database the AI Copilot used when creating the answer (brain icon below the generated answer).
Additionally, you can use the symbol below the input field to immediately summarize theconversation.
