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Copilot: AI Assistant to Improve and Edit Responses (Including Translation)

Last updated on Sep 02, 2026

When to Use

  • When the agent needs to rephrase, shorten, or expand a draft before sending.

  • When the agent needs to translate the response into the customer's language.

  • When the agent wants to adjust the tone (more formal, more friendly) or simplify the language.

  • When the agent wants to apply a custom instruction to the draft (e.g., "make more empathetic").

prerequisites

:::info The Copilot appears in the ticket text box when the functionality is enabled on the account. If it doesn't appear for an agent, check the account settings with Cloud Humans support.

:::

  • Account with the AI Assistant feature enabled.

  • Agent logged in with permission to respond to conversations.

  • Internet connection (each generation makes a call to the AI service).

About This Article

Copilot is the AI assistant in Cloud Chat that helps agents improve responses directly within the ticket text box. It offers 8 predefined actions and 1 custom, then applies the result directly to the draft — you review, adjust if desired, and send.

Frequently Asked Questions

What does Copilot do?

Copilot takes the draft you wrote in the ticket text box, processes it via AI, and returns an adjusted version based on the selected action. You can accept (replace the draft) or discard.

What actions are available?

Action Purpose
Rephrase Rewrite with different words while keeping the meaning
Correct spelling and grammar Clean errors without changing style
Shorten Reduce length while keeping the essentials
Expand Add details to the text
Make friendly Adjust the tone to be more informal and approachable
Make formal Adjust the tone to be more professional
Simplify Use simpler and more direct language
Translate Translate into the chosen language (or conversation language in auto mode)
Custom instruction Apply a free-form instruction written by the agent

How to access Copilot?

  1. Write a draft in the ticket text box.

  2. Click the Copilot icon next to the send field.

  3. Choose an action from the menu.

  4. For Translate or Custom instruction, an extra field appears (target language or instruction text).

  5. Wait a few seconds — the draft is replaced by the generated version.

Can I undo a suggestion?

Yes. After applying a suggestion, a toast (small floating notification at the top) with the "Undo" option appears for a few seconds. Clicking it restores the previous draft.

:::success Undo restores the exact draft that existed before generation — including in conversations with multiple Copilot exchanges in the same session. :::

Is there a usage limit?

Yes, 20 generations per minute per agent. This limit protects the AI service’s capacity. A typical agent usage is 5 to 10 generations per minute; therefore, the limit is rarely reached during normal operation. If reached, a message appears asking to wait a moment and try again. Cloud Humans reserves the right to modify this limit according to its policies.

When does "Copilot temporarily unavailable" appear?

This message appears when the Copilot AI service cannot handle the request. Common causes:

  • Incomplete credential setup on the account — check with Cloud Humans support.

  • AI service unavailable — temporary instability; try again in a few minutes.

  • Capacity limit exceeded on the upstream AI service — a short wait resolves it.

:::warning If the message persists for more than 10 minutes straight, contact Cloud Humans support with account details, time, and attempted action.

:::

Does Copilot send messages automatically?

No. It only fills in the draft in the ticket text box. Sending to the customer is still your responsibility when clicking Send. The agent is always ultimately responsible for the content sent.

Is the client's message sent to AI?

For most actions (rephrase, shorten, expand, tone adjustment, simplify, grammar correction, custom instruction), only the draft you wrote is processed. For Translate, recent conversation messages may also be used as context to select the appropriate language and tone — limited to the last 10 messages.

Can I disable Copilot on an account?

Yes. The Cloud Humans team can disable the AI Assistant feature in account settings. When Copilot is turned off, the icon disappears from the ticket text box for all agents on that account.

Does Copilot work on all channels (WhatsApp, email, chat)?

Yes. Copilot works on the ticket draft regardless of the conversation channel. For channels with rich formatting (like email), the generated text appears as plain text — you can manually add formatting before sending.

Notes

  • Copilot is a writing support tool — the final responsibility for the content sent remains with the agent.

  • The service behind Copilot is ClaudIA, Cloud Humans' AI platform.

  • For improvement suggestions or bug reports, contact the Cloud Humans support team through official channels.