Copilot has already been helping your team draft replies faster. Now its drafts fit your team’s needs more closely, so less editing is needed before you hit send.
What’s new
- Follows your Guidance. Copilot uses the same Guidance you’ve set up for Lyro, so drafts match your tone, rules and policies.
- More accurate answers. Improved knowledge retrieval means Copilot finds the right information in your knowledge base more often.
How it works
- Go to Lyro → Guidance and click Add.
- Write your instructions. By default, both Lyro and Copilot follow them. If you want a rule to apply only to one of them, say so in the instructions. For example: “Copilot only: always sign off with the agent’s first name.”
- Save. Copilot will automatically use your Guidance in its suggested replies.
Good to know
- No availability changes for now. You can keep using Copilot as usual.
- Coming soon: Copilot moves to the Inbox AI add-on. Shortly Copilot will be part of the new Inbox AI add-on. When that happens, you’ll need to purchase to Inbox AI add-on to keep using Copilot.