# Setting up Copilot

> Setting up Copilot is quick and easy requiring no coding skills.

Source: https://help.kustomer.com/en_us/set-up-copilot-B1p5rYV7ll

Last updated: 2026-09-22T21:38:20.923Z

Setting up [Copilot](https://help.kustomer.com/use-copilot-SyU13vB1lg) is quick and easy, requiring no coding skills. In just a few simple steps, you can enable Copilot, integrate data sources, and configure it to assist your agents in answering questions, generating responses, and performing actions.

**Who can access this feature?**

**User types**

Admins can access the Reps page.

### In this article

*   [Get started with Copilot](#get-started-with-copilot)
    
*   [Use AI Agents with Copilot](#use-ai-agents-with-copilot)
    
    *   [Customer Expert Agent](#customer-expert-agent)
    *   [General Knowledge Agent](#general-knowledge-agent)
*   [Add additional agents](#add)
    
*   [Set writing guidance](#set-writing-guidance)
    
*   [Turn on two-way translation support](#turn-on-two-way-translation-support)
    
*   [Turn on Copilot](#turn-on-copilot)
    
*   [View Copilot observability](#view-copilot-observability)
    
*   [Using Copilot with multiple brands](#using-copilot-with-multiple-brands)
    

### Get started with Copilot

To get started, from the left side navigation, click **Kustomer AI** and then **Reps.** Finally, click the **Copilot** tab. Here, you can:

*   Create and manage AI Agents
*   Set writing guidelines to shape Copilot's tone
*   Turn on two-way translations
*   Review Copilot's activity and performance

### **Which models power Copilot?**

The Copilot feature uses separate models for oversight and for generating responses. Open AI determines which expert to call in a given situation, then Claude is used in response generation. For complete, up-to-date details and any vendor/usage notes, see our central KB article: [_AI models used by Kustomer_](https://kustomer.kustomer.help/en_us/ai-models-used-by-kustomer-SJNbqs5Lbe).

### Use AI Agents with Copilot

Copilot uses AI Agents to help answer customer questions and carry out tasks, like retrieving customer info or creating a return, based on your agent's instructions.

**Note:** Copilot never acts on its own. Your agents remain in full control, and actions must be confirmed by them.

To get the most out of Copilot, we include the following two core agents by default:

*   **Customer Expert Agent** for retrieving and updating specific customer data
*   **General Knowledge Agent** for searching your knowledge base and data sources

### Customer Expert Agent

This agent is designed to retrieve customer-specific information, such as their tier level. Copilot uses this agent to access detailed customer history (conversations and kobjects), AI-generated summaries, and customer attributes for the customer profile you are currently viewing.

Copilot uses the [tools](https://help.kustomer.com/en_us/understand-ai-agent-tools-ByB09BdAA) already configured for your AI Agents to assist with customer requests. You can reuse existing tools or create new ones specifically for the actions you want the Copilot to perform, such as retrieving data or updating a customer's profile.

We recommend adding the following types of tools that pertain to the Customer profile to the CustomerExpert agent:

*   Update tools to make changes to the customer's profile, such as updating a new billing address

### General Knowledge Agent

This agent allows Copilot to use information found in your organization's knowledge base articles and/or public URLs to answer customer questions.

You can select sources from various brands. Copilot will choose the most relevant one to use based on the question, brand, and surrounding context.

When you select a knowledge base, both public and internal articles are used by default to form responses. You can change this to public or internal only articles, if needed.

You can also choose which existing knowledge sources are available to Copilot when configuring your AI Agents, or [create more](https://help.kustomer.com/ai-agents-public-url-r1IqUxWKJg).

**Note:** Copilot respects the Knowledge Base access permissions of the rep using it. The **Article Type** setting still controls the broad scope of content Copilot can use, such as public articles, internal articles, or both. Within that selected scope, Copilot only retrieves internal Knowledge Base articles that the rep already has permission to access based on team-level or user-level article permissions.

For example, if Copilot is configured to use internal articles, but a rep does not have access to a restricted internal article, Copilot will not use that article in its response. If an existing Copilot configuration is set to public articles only, an admin must update the configuration before Copilot can use eligible internal articles.

### Add additional agents

You can create additional AI Agents to specialize in different topics. When creating a new AI Agent, you can connect it to an existing Klass, such as a Return order object.

We recommend adding guidance to the Klass to help Copilot understand when to use this agent.

For example, if you create a _ReturnOrderExpert_, include brief guidance that explains what return orders represent in your system.

Learn more about the types of tools you can create for your AI Agents here:

*   [Understand tools in AI Agents](https://help.kustomer.com/en_us/categories/ai-agents-for-customers-Bku3lq8xgx)
*   [Default tools for AI Agents](https://help.kustomer.com/en_us/default-tools-r1_tVKl61e)
*   [Use an external API with AI Agents](https://help.kustomer.com/en_us/external-tool-ai-agents-SyzSPAdF1l)

**Add agent guidance**

Optionally, you can use the Guidance field for each AI Agent to provide step-by-step instructions for handling specific scenarios. This helps the agent respond more consistently and accurately.

Example guidance for a _ReturnOrderExpert_ example:

Handle return inquiries by following the RETURN PROCEDURE below

### RETURN PROCEDURE
When a customer inquires about a return, you MUST do ALL of the following:
1. Locate the order that the customer wants to return. If the customer doesn't specify the order, retrieve their orders and display them for the customer
2. Make sure a Return doesn't already exist for that order
3. Create the return		

### Set writing guidance

Copilot offers a variety of actions that leverage AI to optimize your agent's replies. You can set the brand voice and response guidelines that Copilot will use when writing or improving responses.

*   **Write drafts**  
    Use this option to provide guidance on how Copilot should draft replies that can be sent to customers.  
    Example instruction:
    
    Use an enthusiastic tone. Keep responses concise and to the point.
    
*   **Expand text**  
    Use this option to expand a brief message into a full response.  
    Example instruction:
    
    Always use the British spelling of words. Avoid using acronyms. Refer to the company in the first person plural as we.
    
*   **Fix spelling**  
    Use this option to fix spelling and grammar errors before replying to a customer.  
    Example instruction:
    
    Avoid contractions and slang. Respond casually and polite.
    

By default, writing guidance applies to all brands in your organization. If you want to create brand-specific guidance, you can do so for each action by selecting **Add-brand specific guidance**. Any actions without brand-specific guidance will continue to use the default.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4193e860d8a0dd8fd22dc680a7349b94.png)

### Turn on two-way translation support

The [two-way translation feature](http://help.kustomer.com/use-copilot-SyU13vB1lg#translate) allows agents to quickly translate customer messages and agent replies directly within a conversation.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3dde1cc89bc41b6ea3f5c92b68128a9b.gif)

You can activate this feature by turning on the **Translations** toggle located at the bottom of the Copilot settings page.

### Turn on Copilot

Once you have configured the above settings, turn on **Copilot** using the toggle located at the top of the page.

**Note:** By default, all teams in your organization will have access to Copilot once it's turned on. If you want to limit access to specific teams, you can do so by selecting them from the drop-down menu.

Copilot now appears on the timeline next to the Insights panel and is ready to assist agents.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9676837167b0d564b3c3b6f07623fd84.png)

### View Copilot observability

The [Traces page](https://help.kustomer.com/en_us/understand-observability-B1CMeXm1ye) provides detailed logs of interactions between Copilot and agents. Traces help you monitor an AI Agent’s performance within Copilot, understand its decision-making, and identify areas for improvement.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f086991f9f2910cc49879f27c132d3dd.png)

Traces include details such as:

*   Timestamps of each step in the interaction
*   Inputs received from the agent, such as prompts or questions
*   The name of the tool that was used to respond
*   Outputs sent back to the agent, such as suggested replies
*   The help article, data source, summary, or conversation used to generate the response, if applicable

### Using Copilot with multiple brands

A single Copilot agent can support multiple brands with brand-specific knowledge sources added to General Knowledge. When adding knowledge sources, associating each source to a specific brand gives your AI Agent stronger signals when generating its responses. Add a brand-specific description to your knowledge source and then brand-specific content to further strengthen associations between multiple brands.

Copilot selects the most relevant source based on the user's question, the brand the conversation is aligned to, and the conversation history.

### **Troubleshooting: Copilot generates responses in the wrong language**

If Copilot generates draft responses in an unexpected language, check the following:

*   **Two-way translation setting:** Verify whether two-way translation is enabled in your Copilot settings. This feature can cause Copilot to translate responses based on the detected language of the customer or conversation context.
*   **Customer browser language:** Copilot may detect and respond in the language set in the customer's browser. If the customer's browser language differs from your expected response language, Copilot may generate responses in that language.
*   **Knowledge base language content:** If your knowledge base contains articles in multiple languages, Copilot may reference content in a different language when generating drafts.