AI Copilot overview
AI Copilot prepares a ready-to-send reply, guidance and sources for your agents inside the help desk. Learn what it shows, what it uses and when it runs.
AI Copilot works next to your agents. For each ticket it prepares a reply they can send, a short brief on what it found, and the sources behind it, all in the sidebar of your help desk.
Copilot suggests. It never replies to a customer and never changes a ticket on its own. The one exception is tools you connect yourself: if you give Copilot an MCP server or API tool that can change data, Copilot can use it.
In the Pluno web app this module is called Copilot. In the help desk sidebar, the card is called Answer Copilot.
What your agents get#
| In the sidebar | What it is |
|---|---|
| Ticket Summary | A short summary of the conversation so far, with the customer's sentiment |
| Suggested message | A ready-to-send reply in the customer's language and tone |
| Agent guidance | A brief for the agent: what the customer wants, what Pluno found and why, the troubleshooting steps to take, and anything uncertain |
| References | The sources Pluno used, such as past tickets, pages and issues |
Agents can paste the suggestion into their reply with one click, or refine it by chatting with Copilot. See Use AI Copilot on a ticket.
What Copilot draws on#
| Source | Details |
|---|---|
| Your knowledge | Questions and answers, web pages and files, and past tickets from the ticket's knowledge hub |
| Internal pages | Confluence and Notion content you selected |
| Macros | Macro templates found in your Confluence pages. Copilot bases its draft on the best match and names it in the guidance |
| Engineering issues | Issues from the tools where your engineering team tracks work, such as Jira or Linear |
| Team conversations | Threads from the places your teams talk, such as Slack |
| The customer's history | Up to 20 of the requester's recent tickets |
| The ticket itself | Ticket, user and organization fields, and attachments such as images, PDFs and documents |
| Live data | MCP servers and API tools set up for Copilot, and Shopify customer and order details |
| Web search | Only when one of your Copilot workflows tells it to |
When Copilot runs#
With an AI Copilot seat, Pluno prepares a suggestion in the background for every incoming customer message and refreshes it with each new one. Suggested replies are unlimited.
Behind that are three modes.
| Mode | What agents experience |
|---|---|
| Manual | Copilot runs when an agent asks for it |
| On sidebar open | Copilot runs once when an agent opens the sidebar on a ticket that has no suggestion yet |
| Automatic | Copilot runs in the background on every new customer message, so the suggestion is ready before the agent opens the ticket. This is the mode for teams with AI Copilot seats |
New workspaces start in manual mode, and the Pluno team switches you to automatic when your seats start. Use any Contact us to upgrade link in the app, or email the team.
During your 14-day trial there is no limit on runs. After the trial, a workspace without AI Copilot seats can still run Copilot by hand 3 times a day.
In automatic mode, a new suggestion is prepared whenever the customer writes or a human agent adds an internal note. Agent replies and field or status changes do not trigger one.
Which tickets Copilot works on#
- Email and form tickets, and chats from messaging channels. Call transcripts count as part of the conversation.
- Not tickets in a group you excluded under Data Privacy.
- On tickets escalated to engineering, the Copilot card is replaced by a Suggested Message from Escalation Copilot, which drafts the update for the customer.
Languages#
The suggested message is written in the language the customer wrote in. Guidance, references and the summary can be shown in your team's language instead. See Set sidebar preferences.
Set it up#
Copilot has no on/off switch. It appears in the sidebar once the Pluno app is installed and Pluno has finished learning from your tickets. From there, tune it:
- Write Copilot workflows to shape the style and content of suggestions.
- Connect Jira and Confluence or Notion to give Copilot your internal context.
- Set sidebar preferences for language, summaries and layout.
- Manage agent access and track usage.
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