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Copilot never sends a message on its own. You accept its text into the composer, then send it yourself.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.

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Two places to use Copilot

Copilot has two surfaces, and both start from the AI Copilot sparkle button in the composer toolbar.

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What Copilot draws on

Copilot reads the conversation you have open, so its output refers to that end user and that thread. Composer actions send the transcript with emails and phone numbers stripped out. In the Copilot panel, Copilot can also look things up before it answers:
  • The current conversation and the end user’s profile.
  • Other conversations and messages that the end user or your inboxes hold.
  • Your connected knowledge bases, for policies, product facts, and pricing.
When Copilot used a lookup, its answer shows a Thought pill with the number of tools it used. Select the pill to expand the reasoning and the lookups behind the answer.

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Rewrite a draft in the composer

1

Type a rough reply

Keep the mode pill on Reply. Rewrite actions only appear once the composer holds text.
2

Open the AI Copilot menu and pick an action

Select Improve writing, Fix spelling & grammar, or Shorten reply. For Change tone, the second list holds Professional, Casual, Straightforward, Confident, and Friendly.
3

Wait for the result

The composer shows Copilot is thinking…, then the rewritten text replaces the editor view.
4

Refine with a follow-up if needed

Type in the box under the result, for example “make it two sentences”, and press Enter. Copilot rewrites again.
5

Select Accept or Discard

Select Accept to put the text into the composer as your draft. Select Discard to keep your original draft unchanged.
Accept also responds to Ctrl+Enter on Windows and Cmd+Enter on Mac. Nothing sends until you select Send.

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Summarize or draft from the composer

The two actions that do not need a draft depend on the mode pill:
  • Switch to Private Note and select Summarize conversation. Copilot returns three to five bullets that you can accept as a private note for your team.
  • Stay on Reply and select Suggest a reply. Copilot drafts the next message in your previous voice, and you accept it into the composer.
Both results use the same Accept and Discard controls as a rewrite.

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Ask Copilot in the panel

1

Open the panel

Select Ask Copilot in the AI Copilot menu. The AI Copilot panel opens beside the thread.
2

Ask a question or pick a prompt

The empty panel offers three prompts under Try these prompts: Summarize this conversation, Suggest a reply, and Rate this conversation. Or type in Ask Copilot anything… and press Enter.
3

Read the answer

Copilot answers in the panel. Hover over an answer and open its three-dot menu to Copy it.
AI Copilot panel open beside a conversation, showing the Ask Copilot for help empty state with three suggested prompts

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Insert a suggested reply

When you asked Copilot to draft a reply, its latest answer gains Insert into reply in its three-dot menu. Select it to place the text in the composer.
If the composer already holds unsent text, a Replace reply draft? dialog appears. Select Replace to overwrite your draft, or Keep my draft to cancel the insert.

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Threads and history

Each question you start from the empty panel opens a new thread. Use the + button in the panel header to start another thread at any time. Select the clock icon to open Copilot history. Threads group under Today, Yesterday, Earlier this week, and Older, and only you see your own threads. Hover over a thread and select the pencil to rename it, then press Enter to save.

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Quota

Copilot calls count against a monthly quota, which resets every month on every plan, including a yearly plan. When the quota is reached, an action shows the toast You’ve reached your AI Copilot quota for this billing period. Copilot then pauses until the count resets, or until you upgrade. See Plans and upgrading.

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Verify

Type a short draft, select Improve writing, and confirm the rewritten text appears with Accept and Discard. Then select Ask Copilot, pick Summarize this conversation, and confirm the panel answers about the open conversation.