Copilot for Human Support Teams

Let Copilot draft KB-based responses for operators to tweak and send, boosting speed and consistency.

Copilot is a built-in AI assistant that helps live agents resolve inquiries faster. When an operator clicks Solve with AI in the console, Copilot analyzes the conversation and searches your Knowledge Base (KB) to propose a ready-to-send answer. Operators review, tweak if needed, and send — no manual prompting required.

Availability and Activation

This feature is available only on the Business and Enterprise plans. To enable it, email our support team.

We will activate Copilot on your project and can schedule a walkthrough to help your team configure it and get the most out of it.

Using Copilot in the Agent Dashboard

1. Open the Pingstreams agent dashboard.
2. Open any active conversation.
3. Click Solve with AI (top right). The Copilot flow runs and returns a suggestion.

Set Up the Copilot Flow

1. In the dashboard, go to Flow (left sidebar).
2. Click New Flow → Automation → Copilot.
3. Name the flow (e.g., Copilot for Human Agents) and choose the Knowledge Base to query (e.g., Default).

How It Works

The Copilot automation is built in the Visual Flow Designer and is triggered by a webhook when the human agent clicks the button. Below are the two execution paths, with the exact block names as they appear in the template.

Trigger

Webhook payload provides payload.text (customer message) and payload.request_id (conversation ID). extract_message_and_request_id stores them in message and request_id.

Message Validation

check_message routes the flow:

• Message missing → Transcript Recovery Path (Blue block)
• Message present → Direct Message Path (Green Block)

Transcript Recovery Path (message missing)

1. check_request_id → if missing, go to no_msg_no_req (HTTP 400).

2. get_request → fetch conversation messages using request_id.

3. create_transcript → build transcript from human-authored messages only (filter out items with subtype, intentName, messageLabel), formatted as SenderName: message.

4. extract_question (ChatGPT task) → summarize the last unresolved issue from transcript; if none, return NULL.

5. check_question → if gpt_reply == "NULL", go to return_no_content_1 (HTTP 404); else continue.

6. ask_kb_from_request → query KB with {{gpt_reply}}.
   • Success → return_response_request (HTTP 200, sends kb_reply to Copilot UI).
   • Else → return_no_content_2 (HTTP 404).

Direct Message Path (message present)

1. extract_issue_ai (ChatGPT task) → validate and rewrite {{message}}; return NULL if not actionable.

2. check_no_issue → if gpt_reply == "NULL", go to return_no_content_3 (HTTP 404); else continue.

3. ask_kb_from_message → query KB with {{gpt_reply}}.
   • Success → return_response_message (HTTP 200).
   • Else → return_no_content_4 (HTTP 404).

4. We’re almost done! The final step is to publish the flow using the blue button at the top right. You’re all set!

How to Test Copilot for Human Support

To make testing easier, we prepared a simple mini AI Agent that triggers the Transfer to human action.

1. Add a button in your Agent flow and link it to the Transfer to a Human action.
2. Run the flow using the Test icon in the top-right corner of the editor.
3. In the conversation preview, click the Talk with Operator button.
4. Ask a question to start the test.
5. An operator will automatically be assigned to the conversation.
6. Go to the Operator Dashboard and open the conversation.
7. In the top-right corner, click Solve with AI.
8. Copilot will retrieve the answer from the connected Knowledge Base and display it for review.
9. The operator can tweak the suggestion if needed, then press Send to reply instantly.

Flow Variables

• message: Last customer message from webhook payload.
• request_id: Conversation ID used to retrieve history and route replies.
• transcript: Clean, human-only conversation history built from messages.
• gpt_reply: AI-generated question for KB search.
• kb_reply: Knowledge Base answer returned by the Ask KB blocks.
• kb_source: Source document/page for the KB answer (optional).

Return Values to the Copilot UI

• 200 OK → Copilot displays kb_reply (and optionally kb_source) for the agent to review.
• 404 Not Found → No suggestion was found.
• 400 Bad Request → Missing required data (message or request_id).

Customization

• Adjust AI prompts for question extraction.
• Point to specialized Knowledge Bases.
• Include source citations for transparency.
• Add language detection and translation for multilingual support.

Benefits

• 2× faster replies
• Less cognitive effort
• More consistent answers
• Review the suggestion, tweak if needed, and send.

Ready to Equip Your Team with Copilot?

Teams using Copilot are already resolving inquiries faster and with less effort.

Don’t let your agents miss out — email us today to activate Copilot for your team and start boosting productivity right away.