Using Copilot

AI Copilot is an in-app assistant for respond.io. Use it to ask product questions, open pages, configure AI Agents and take actions across your Workspace from a chat panel.

Before you begin

Copilot is available to Workspace Owners and Managers. It can only take actions your role and Workspace permissions allow.
Copilot is currently free to use and doesn’t consume AI Credits.

Open Copilot

Click the Copilot icon to open the chat panel.
Select a suggested prompt or enter your own question or request.
To provide more context, attach a screenshot or file. For example, you can share a screenshot of an error or an existing set of AI Agent instructions.

Note: Write in any language supported by respond.io. Copilot replies in the language you use.

Ask product questions

Ask Copilot how respond.io features, settings or processes work.

For example:

How do I set up a click-to-chat link?
How do I create an AI Agent?
What should I do first?

Copilot searches the respond.io Help Center and answers using the articles it finds. It doesn’t use general knowledge to answer product questions.

If Copilot needs more information, it asks a follow-up question instead of guessing. If the Help Center doesn’t cover your question, Copilot tells you and shows available Support options.

Note: For general onboarding questions such as “What should I do first?”, Copilot may also show a Talk to Sales option.

Navigate respond.io

Ask Copilot to open a page. For example:

Take me to AI Agents.

Copilot checks your role and Workspace permissions first. It asks you to confirm before opening the page.

If you don’t have access to the requested page, Copilot explains this instead of opening a different page.

Take actions in your Workspace

Ask Copilot to look something up or make a change in your Workspace. For example:

Update Sarah's email to sarah@newmail.com.

Assign Sarah's conversation to Alex.

Create a Contact field called Renewal date.

Copilot can work with:

Contacts, including their tags and Lifecycle stages
Messages and message history
Conversation assignment and status
AI Agents
Workspace settings, such as Contact fields and tags

For the full list of actions, see Model Context Protocol (MCP). When new actions are added there, Copilot can use them too.

Copilot looks up information without asking. Before it changes anything, such as updating a Contact or sending a message, it shows you the action and waits for your approval.

Important: Messages Copilot sends go to real Contacts. Check the message and recipient before you approve.

Copilot can only do what your role and Workspace permissions allow.

Create an AI Agent

Describe the AI Agent you want to create. Tell Copilot what you want the Agent to achieve and any important requirements, such as:

Its purpose and business context
How it should communicate with Contacts
The main conversation flow
Important scenarios it should handle
What it should not do
When it should hand off to a human

You don’t need to write the complete instructions yourself. Describe the outcome you want and Copilot will structure the instructions and actions for you.

Copilot can configure:

Instructions, including context, communication style and conversation flows
Actions to assign or close conversations
Actions to update Lifecycle stages, Contact fields or tags
Actions to trigger Workflows or add internal comments
Actions to handle voice calls or make HTTP requests
Existing Knowledge Sources that are relevant to the AI Agent

Note: Copilot can attach existing Knowledge Sources that have finished syncing or are partially synced. If you need a new Knowledge Source, add it under Settings > Knowledge Sources first. Knowledge Sources that are still syncing or have an error can’t be attached.

Review the proposed configuration in the review card. Click Apply to add the draft to the form.

After applying the draft, review the complete configuration and test the AI Agent. When you’re ready, click Publish. Copilot can’t publish the AI Agent for you.

Test an AI Agent

Ask Copilot to test the AI Agent after it drafts or updates the configuration.

For example:

Test whether this AI Agent correctly hands off catering requests to a human.

Copilot creates relevant test cases and runs them in the Test AI Agent panel. It then reviews the AI Agent’s replies and tells you whether each test passed.

If a test fails, Copilot identifies the likely issue and proposes changes to the Instructions. Review the changes and click Apply, then ask Copilot to run the test again.

You can also tell Copilot what scenario you want to test. Include:

What the Contact should ask
How the AI Agent should respond
Any Action the AI Agent should perform
When it should hand off to a human

Important: Copilot’s tests don’t replace live testing. Test the AI Agent with a real Contact before publishing or using it more widely.

Edit or troubleshoot an AI Agent

Ask Copilot to change an existing AI Agent or describe what isn’t working.

Include:

What you expected the AI Agent to do
What it did instead
An example Contact message
The response you expected
Any Action that should or shouldn’t have been performed

Copilot reviews the current configuration and proposes changes to the Instructions or Actions. Review the proposed changes, then click Apply.

After applying the changes, test the AI Agent again to confirm it behaves as expected.

Note: Copilot can also delete an AI Agent after you approve it. When you delete an AI Agent, its Contacts are reassigned or unassigned.

Review and apply changes

Copilot never applies changes without your approval.

For AI Agent drafts, a review card shows each proposed change. Copilot applies the changes only after you click Apply.
For Workspace actions, such as updating a Contact or sending a message, Copilot asks you to approve each action before it runs.
Copilot asks for confirmation before opening a page.
Copilot can’t publish an AI Agent for you. Review the final configuration and click Publish.