A second pair of eyes in the inbox

A little help for the people who help.

Catch up on a conversation, find relevant knowledge and prepare a reply without leaving the inbox. Your teammate reviews the draft, adds their judgment and decides when to send.

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For your team. With the decision to send in their hands.

Inside your inboxProduct example

Ada OkaforWebsite live chat

My colleague hasn’t received the invitation. Where should we start?

Private note · Amara

Ada has already checked the email address. We haven’t tried resending yet.

Waiting for your reply

A starting point for your reply

Thanks for checking the email address, Ada. Could your colleague look in their spam folder? If it isn’t there, you can resend the invitation from Team settings.

Based on “Team invitation guide”

Example reply draft

Nothing sent. This is a place to try a draft.

Illustrative product example. Choose a tool to explore the help your teammate receives.

Catch up on the conversation.Find knowledge that helps.Make the reply your own.

A useful place to begin

Start with a draft.
Finish with your judgment.

When a customer needs an answer, Copilot brings the latest question, conversation context and relevant customer-safe knowledge together to suggest a reply.

A reply, made more personalProduct example

Copilot’s starting point

Check the spam folder, then resend the invitation from Team settings.

Your teammate’s finished reply

Thanks for checking the address, Ada. Could your colleague look in their spam folder? If it isn’t there, you can resend the invitation from Team settings.

The knowledge helps with the steps. Your teammate brings the care.

Useful help, without losing your voice.

Read the suggestion, check the supporting knowledge and use it as a starting point. Add the context only your team knows, adjust the wording and decide whether it answers the customer’s question.

Use reply inserts the suggestion into the existing reply composer. It remains a draft until a teammate chooses to send it.

When a suggestion isn’t supported

If the available knowledge is too weak, Copilot can return no suggestion. Your teammate can investigate, ask a better question or write the reply themselves.

Pick up the thread

A long conversation.
A clearer place to start.

Joining a conversation halfway through takes time. Ask Copilot for a compact summary of what the messages show: the issue, what has happened, the current state and a useful next step.

Internal notes can be part of that context, so the next teammate can see what has already been checked. The summary helps them catch up; the conversation remains there to read in full.

Conversation summaryInternal example

Issue: Ada’s colleague cannot find their team invitation.
What happened: The email address has been checked. An internal note says a resend has not been tried.
Current state: The conversation is waiting for a teammate’s reply.
Next step: Ask them to check spam, then try resending. Confirm what happens before closing the request.

A working summary for the teammate taking over.

Bring the useful information closer

Find the guide
while the question is still open.

Related Knowledge looks for useful content from the customer’s latest message. Your teammate can review the sources alongside the conversation instead of starting another search from scratch.

For customer-facing drafts

Knowledge you can share.

Reply suggestions use customer-safe sources. The teammate can see the evidence behind the draft and check it before replying.

Team invitation guideSteps a customer can follow

For the teammate’s reference

Internal knowledge, too.

Related Knowledge can also bring in agent-only material. Keep troubleshooting context close to the team without making it public help content.

Invitation troubleshootingInternal guidance for your team

The same knowledge library can support your help centre, customer AI and team, with audience settings for each use.

See how knowledge works

Keep the person in the conversation

Your team knows
when the answer is ready.

Copilot helps with the work around a reply. Your teammate still reads the request, checks the facts and decides what the customer should hear.

Ask for the help you need.

Choose a reply suggestion, a summary or related knowledge from the inbox.

Read it in context.

Check the sources and the conversation. A summary or draft may still need your experience and attention.

Make the next move.

Edit a draft, ask a follow-up or bring in a teammate. Sending a reply remains a deliberate action.

A practical addition to the inbox

Give your team
a useful starting point.

Copilot fits into the support work already happening in TruCom. Prepare the knowledge and access, then try it on the kinds of conversations your teammates handle every day.

Prepare the knowledge.

Keep useful articles and source material current. Set customer and agent audiences so each tool can retrieve the right content.

Give the right people access.

Copilot is available to teammates with permission to reply in the inbox and use workspace AI. Feature availability depends on the workspace setup.

Check usage as you go.

Suggestions and summaries can use AI credits according to your allowance and configured rates. Related Knowledge searches sources without generating an AI completion.

The conversation, customer details and team’s next step stay together in the shared inbox.

Explore the shared inbox

A few useful answers

Before your team
tries Copilot.

Does Copilot send replies automatically?

No. Use reply inserts the suggestion into the reply composer. A teammate can edit it and must deliberately send the message.

What does a conversation summary include?

It uses the conversation history and available internal notes to prepare a compact operational summary. It may cover the issue, what happened, the current state and a next step, depending on what the conversation contains.

Can it find internal knowledge?

Yes. Related Knowledge can retrieve agent-only material as well as customer-safe knowledge for the teammate. Customer-facing reply suggestions retrieve only customer-safe evidence.

What if there is no useful answer in our knowledge?

A weak evidence result can return no reply suggestion. Your teammate can investigate or write their own answer, and you can improve the knowledge for similar questions later.

Can we use Copilot without automatic customer replies?

Yes. Copilot-only mode keeps AI assistance with your team while they handle customer replies. Automatic customer answers are a separate choice.

Who can use it, and how is it charged?

Teammates need both inbox reply access and workspace AI permission. Availability, allowances and charges depend on the plan, model and workspace settings. Check your workspace’s AI usage and credit balance for the applicable rates.

TruCom Agent Copilot

A little less catching up.
More time to help.

Keep the knowledge close and your team in control of the reply.

Get started with TruCom Meet the shared inbox