Copilot overview

Work faster in the Inbox with AI-powered answers, guidance, and context – right where you reply to customers.

Written By Markus from Featurebase

Last updated 7 days ago

Overview

Copilot is your AI assistant inside the Featurebase Inbox. It helps your team answer customers faster, stay consistent, and find the right information without leaving the conversation.

Copilot uses your existing content – help articles, internal docs, past conversations, and macros – to generate accurate, context-aware answers. This makes it easier to support customers, onboard new teammates, and handle complex questions with confidence.

All teammates can use Copilot in up to 10 conversations per month at no additional cost. Learn more about unlimited usage →

Get started with Copilot

To start using Copilot:

  1. Prepare your knowledge sources (help center, internal articles, macros)

  2. Decide which teammates should have access to Copilot

  3. Enable Copilot in the Inbox.

  4. Train your team on how to ask good questions and review answers.

Once enabled, Copilot is available directly inside conversations, with no extra setup required.

How Copilot helps you

Get instant answers while replying

Copilot helps you find answers to customer questions directly from the Inbox. Simply ask Copilot a question, and it will suggest a reply based on the full context of the conversation and your knowledge sources. You stay in control and can review or edit the answer before sending it to the customer.

Using copilot to instantly draft answers in the support inbox.

Get internal help and onboarding support

Copilot is not just for customer-facing answers. You can also use it for internal questions to find answers to edge cases and see how you’ve handled similar issues in the past. This is especially useful for onboarding new support agents or helping teammates get up to speed faster.

Using copilot to research topics as a customer support agent.

Customize and refine answers

Copilot’s answers are fully editable. You can choose from multiple reply options, ask it to rewrite (e.g. shorten), translate the reply into another language, and much more. This makes it easy to stay on-brand while still saving time.

Asking Copilot to answer in another language.

Use trusted content sources

Copilot generates answers based on your knowledge sources (help center, internal articles, past inbox conversations, and macros). You can always preview and verify the sources Copilot used before sending a reply, ensuring accuracy.

AI copilot showing past conversation as a source for its reply.

FAQs