Copilot is Groove's AI-powered support assistant, built directly into Groove to help your team respond faster, find information more easily, and handle customer conversations more efficiently.
How Copilot Works
Copilot opens alongside any ticket in your Groove inbox and automatically understands the conversation context. Agents can ask questions, generate replies, summarize conversations, improve existing drafts, and more.
The more knowledge available in your knowledge base and ticket history, the more helpful Copilot becomes.
Where to Find Copilot
Copilot is available directly within the Groove inbox.
To access Copilot:
Open any conversation ticket in Groove.
Click the purple Copilot button located in the bottom-right corner of the page.
The Copilot panel will open alongside the conversation, giving you access to AI drafting, ticket summaries, and writing tools.
Copilot automatically understands the ticket you're viewing, allowing it to provide context-aware assistance without requiring you to switch between screens.
Key Features
AI-Powered Draft Replies
Copilot can generate response drafts based on:
The current customer conversation
Your knowledge base articles
Similar resolved tickets
You can also provide your own instructions or context to generate custom replies tailored to specific situations:
Once you are happy with your draft reply, add it to your ticket reply window by clicking the "Add to composer" button, and add your final touches to the message before sending if needed:
Ask Questions About Tickets, Products, and Policies
Copilot can answer questions about:
Customer issues
Product features
Internal policies
Previous support cases
Knowledge base content
Responses are grounded in your support content and ticket history rather than generated without context.
Similar Ticket Search
Copilot can identify relevant past conversations and resolutions, helping agents understand how similar issues were handled previously.
Source Citations
Every answer includes references to the articles and tickets used to generate the response, allowing agents to verify information before sending a reply.
Conversation Summaries
Generate an instant summary of a customer conversation, including:
Key issues
Important context
Customer sentiment
This is particularly useful for escalations, handoffs, and lengthy support threads.
Writing Assistance
Copilot includes tools to help improve existing drafts, including:
Expand
Rephrase
More Friendly
More Formal
More Concise
Fix Grammar & Spelling
To access the modify draft option, click the 3 dots at the end of the draft, and select from the menu.
Translation
Translate replies into more than 40 languages directly from the conversation view.
To access the translate draft option, click the 3 dots at the end of the draft, and select "Translate to" from the menu.
Conversation Memory
Each ticket maintains its own Copilot conversation history, allowing agents to switch between tickets and continue where they left off.
Private Conversations
Copilot conversations are only visible to the agent using them.
AI Draft Replacement
Copilot replaces the existing AI Draft feature.
All AI Draft functionality is included within Copilot, along with additional capabilities such as knowledge search, ticket summaries, writing assistance, translation, and source-backed answers.
Pricing and Availability
Eligible accounts will receive a 30-day free trial of Copilot.
After the trial period, Copilot is available as an optional add-on for $39 per user, per month.
FAQ
Does Copilot automatically send replies to customers?
No. Copilot helps generate and improve responses, but agents always review content before sending.
Can I provide my own instructions to Copilot?
Yes. You can provide custom instructions, notes, or context and ask Copilot to generate a tailored response.
For example:
"Reply that the feature is now available and thank the customer for their patience."
"Write a friendly response explaining that the refund has been processed."
"Use the information below to create a professional customer update."
"Create a response based on these release notes."
"Explain this billing change in simple terms for the customer."
"Translate this reply into Spanish and keep the tone friendly."
This allows you to use Copilot for more than ticket assistance, helping you create custom responses without switching to external AI tools.
Can Copilot search previous tickets?
Yes. Copilot can identify similar resolved conversations and use them to provide more relevant assistance.
Are Copilot conversations visible to other agents?
No. Copilot conversations are private and only visible to the agent using them.
Does Copilot work with my existing knowledge base?
Yes. Copilot is designed to use your existing knowledge base content and support history to provide relevant, grounded answers.
Can I add a Copilot draft or summary as an internal note?
Yes. Copilot drafts and conversation summaries can be added as internal notes. To do this, click the three dots (...) at the end of the draft or summary and select Add as note. The content will be inserted into the ticket as an internal note.