Use Quinn Copilot
Get AI help drafting replies and answering questions in the inbox.
Your team spends time hunting for context: what did this customer already try, what does the help center say, has this come up before. Copilot answers those questions inline, without ever speaking to the customer itself.
Note:
Inbox AI is off by default. Turn it on in Admin → Settings → Labs.
Once it's on, find Copilot's settings at Admin → AI & Automation → Copilot.
What Copilot does
Copilot is teammate-facing only. It never sends a message a customer sees directly.
- Ask questions in the Q&A tab. Open any conversation or ticket and ask Copilot about it in a private panel next to the thread. It answers from the same knowledge sources you've enabled, plus internal notes.
- Draft replies. Ask Copilot to write a reply and it drops a draft into the composer for you to edit and send. Copilot never sends on its own.
- Translate messages. Incoming messages can be shown in your language, and outgoing replies can be sent in the customer's.
- Classify conversation attributes. For any attribute you've opted into AI detection, Copilot fills it in automatically based on the conversation.
Warning:
Internal notes are Copilot-only knowledge. They're never used when drafting anything that could reach a customer, even indirectly.
Proactive suggested replies
By default, Copilot only responds when a teammate asks. Turn on Proactive suggested replies and Copilot drops a draft above the composer on its own, whenever a teammate opens a conversation or ticket where the customer is waiting on a reply.
Note:
Proactive suggested replies is off by default. Turn it on in Admin → Settings → Labs.
This is a sub-setting under Inbox AI. It only takes effect once Inbox AI itself is on.
Configure Copilot
Copilot shares the same tab layout as the Agent, with one difference: Copilot has no voice settings, since it never writes to customers directly.
Tab | What you configure |
|---|---|
Basics | Turn Q&A and suggested replies on or off |
Knowledge | Which sources Copilot can draw on, including internal-only ones |
Guidance | Rules that steer how Copilot answers |
Actions | What Copilot can do when a teammate asks it to |
History | A shared change log with the Agent |
Drafted replies use the Agent's configured voice, even though you triggered the draft from Copilot. That keeps tone consistent regardless of which agent produced the text a customer eventually reads.
Next steps
- Knowledge sources -- See what internal-only sources like tickets and past conversations contribute
- Give Quinn actions -- Let Copilot take actions when a teammate asks
- Test and monitor Quinn -- See how much your team is actually using Copilot
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