Write Copilot workflows
Copilot workflows are plain-language instructions that shape the suggestions your agents see: their style, the context to surface and checks to run first.
A Copilot workflow is an instruction, written in plain language, that AI Copilot follows whenever it prepares a suggestion. Use workflows to make suggestions sound like your team and to remind agents of your processes.
Copilot workflows only affect what your agents see. For rules about automatic replies, see Deflection workflows.
What you can control#
- The style of the suggested message. Tone, length, greeting, sign-off, what to always include.
- The context to surface. What agents should be told, such as a known incident or a related article.
- Checks to run first. Questions to ask or things to verify before responding.
- Web search. Copilot searches the web only when a workflow tells it to.
Create a workflow#
- In the Pluno web app, open Copilot, then Workflows. If you have several knowledge hubs, choose the hub first.
- Select New Workflow.
- Enter a Name and a Description. Copilot reads the name as part of the instruction.
- Select Create.
The workflow applies from the next suggestion. A workflow is active as soon as you save it and stays active until you delete it. To change one, select its pencil icon. To remove one, select its trash icon.
Examples#
| Name | Description |
|---|---|
| Include helpcenter articles | Always include links to relevant helpcenter articles as additional resources in the suggested messages. |
| Troubleshooting process | For errors, always ask the user for error message, error code, and when the error started. |
| Tone | Write in a friendly, direct tone. Use the customer's first name. Keep replies under 150 words unless steps are needed. |
| Status page | For questions about outages or downtime, search the web for our status page and include the current status in the agent guidance. |
Write workflows that work#
- Say when the rule applies. "For billing questions…", "When the customer reports an error…".
- Keep each workflow to one rule. Copilot reads all of a hub's workflows on every run and uses judgment about which apply.
- Do not contradict yourself. There is no priority order between workflows. If two could apply to the same ticket, say in the text which one wins.
- Aim instructions at the right place. Say whether something belongs in the reply to the customer or only in the guidance for the agent.
Reuse workflows in another hub#
Copilot workflows belong to a knowledge hub, so each brand or product can have its own. On the Workflows page of a hub that has none yet, choose a hub under Add workflows from another knowledge hub to copy all of them across.
Check the effect#
After you save a workflow, open a ticket in your help desk and select the reset icon in the Answer Copilot card to run Copilot again with the new instruction.
To look back at what Copilot suggested on any ticket, open Insights & Analytics, then Ticket & Chat history.
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