# Work smarter with AI-powered help from Copilot

> Copilot is part of AI Agents for Reps, a set of products designed to help you handle customer inquiries more efficiently.

Source: https://help.kustomer.com/en_us/use-copilot-SyU13vB1lg

Last updated: 2026-06-01T14:28:58.627Z

Copilot is part of Kustomer Envoy, a set of products designed to help you handle customer inquiries more efficiently. Along with Summaries, Copilot gives you relevant insights and drafts responses so you can focus on delivering great support.

**Who can access this feature?**

**User types**

Agents can access the Copilot tab and writing tools

  

See this article to [learn how to set up Copilot](https://help.kustomer.com/set-up-copilot-B1p5rYV7ll).

### In this article

*   [Interact with Copilot](#interact)
*   [Copilot suggested and automated actions](#actions)
*   [Use writing tools](#writing)
*   [Translate messages](#translate)

### Interact with Copilot

Once turned on, Copilot will use any [available Summaries](http://help.kustomer.com/set-up-ai-summaries-HkklW4Rkl) in the customer's profile, information on the customer's timeline, as well as any connected data sources, to respond to your questions about the customer or conversation they are viewing. You can ask Copilot to help generate responses to send to the customer, which you can then copy to the editor by selecting **Add to reply editor**.

Replies will cite the source Copilot used to form the response. Responses generated using content from your organization's knowledge base or a public URL will include a direct link to the article or page.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/46afcadb96102bac96ca9ecae68b1395.png)

Possible data sources when forming a response are:

*   The current conversation
*   Available conversation summaries
*   Customer information
*   KObjects on the customer's timeline
*   Shortcuts available
*   Knowledge base articles (both internal or public)
*   Public URLs

You can clear the Copilot's history at any time by going to the menu ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ab0f189bfcbcd087705b0a80fff2648c.png).

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0c4c3382916894d4e149ed78cb2a76b1.png)

### Copilot suggested and automated actions

Copilot can perform actions at your request. **Copilot never takes action automatically,** and you are always in control. You can either use one of the prompts to have the copilot suggest an action, or ask the copilot to perform a specific action. The copilot will then make an appropriate recommendation and draft a response to send to the customer.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/37c8da64049ae35ee65d13e711e77fb4.png)

You can click each action suggested - the first trigger the creation of a new refund object that will appear at the top of the customer's timeline, and the second will draft a response to send to the customer confirming that the refund is being processed.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/798631f11c3a99e72e22fac17b6b68a7.png)

The copilot also may suggest up to 3 appropriate shortcuts to use from the available list of private and public shortcuts. The copilot uses historical usage of shortcuts to determine which shortcuts may be best suited for the ongoing conversation with the customer, and suggest up to 3 appropriate shortcuts. Clicking the shortcut will apply the shortcut along with any relevant, template message to use.

### Use writing tools

Copilot offers a variety of actions that leverage AI to optimize your replies. You will find the text enhancers in your reply editor. To use them, write your message first and then select the desired enhancer to improve the spelling or expand the text.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/da45751347bc6ce377accc2778734ac7.gif)

The following options are available:

*   **Fix spelling**  
    Use this option to fix spelling and grammar errors before replying to a customer.   
      
    
*   **Expand text**  
    Use this option to expand a brief message into a full response. 

### Translate messages

Once translation support is turned on, you’ll see a **Translate message** link at the top of any incoming message that is in a language different from the agent's preferred application language. Select it to translate the message into your [application language](https://help.kustomer.com/personal-preferences-rJ6PrvKno#language), as set in your personal preferences.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c0d15029787c1fd941e8d6f9a4c056ae.gif)

After drafting your response, go to **Translate Reply** to translate it into the customer's preferred language before sending. The message will be translated into the default language set in the conversation's attributes.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/546e5cf83da8fa2d1cf33b2b1b8046fa.gif)

**Note:** There is a 10,000 character limit per message for two-way translation to fully translate each message.

You can change the target language the message is translated to using the drop-down menu. Messages can be translated into any [language supported](https://help.kustomer.com/localization-settings-rJm0Mtpx7#LanguageList) by the Kustomer platform. The following languages are currently **not** supported:

*   Belarusian (be)
*   Kyrgyz (ky)
*   Luxembourgish (lb)
*   Montenegrin (sr\_me)
*   Twi (tw)