Copilot
The Copilot is the AI assistant of the ChatISP panel. It talks with whoever operates the system (agent, supervisor, administrator) to find, explain and configure any part of ChatISP, look up data and prepare replies for the customer in the open conversation. This page shows how to open it, what it can do, and the confirmations and permissions that control what each person can ask for.
What the Copilot is
The Copilot is a ChatISP specialist built into the panel. It knows the screens, the states of a conversation, flows, campaigns, connections and settings, and it helps in three ways:
- Answers and explains: "what is the round robin?", "why is this conversation in the queue?", "where do I set the business hours?".
- Looks up and acts behind the scenes: lists conversations and service orders, shows a customer's full profile, transfers or closes a conversation, opens and comments on service orders, schedules appointments in the calendar.
- Operates the screen with you: navigates to the right page, points out where each thing is, clicks and fills in settings fields while explaining what it is doing.
Do not confuse it with the assistant that serves the customer over WhatsApp: the Copilot talks with you, inside the panel, and never speaks to the customer on its own. The only way for a message from it to reach the customer is for you to click Apply on a suggested reply. The WhatsApp assistant is described in Artificial intelligence.
| Availability | Details |
|---|---|
| Plans | All plans, including the free trial. |
| Who can use it | Every panel user. What each person can look up or execute follows the permissions of their own profile (see Confirmations and permissions). |
| Deployment | Self-hosted installation and ChatISP Cloud. |
| Language | Replies in the language of the user's account (Portuguese, English or Spanish). |
Opening and using the panel
- Click the Copilot button (sparkle icon) on the top bar. In service mode, the same button is at the bottom of the side menu, with the caption ChatISP expert assistant.
- The ChatISP Copilot panel opens on the right, next to the screen you are on. The screen keeps working normally: you can browse, open conversations and work with the panel open.
- Type in the Chat with the copilot… field and press Enter (Shift+Enter adds a line break). With no conversation open, it introduces itself and asks what you need; with a conversation open, it asks whether you need help with it.
- When the Copilot asks you to choose, the options appear as clickable buttons.
Panel elements
| Element | What it does |
|---|---|
| Conversation tabs | Each conversation with the Copilot is a tab, named after the first question. The New conversation button opens another tab. Up to 5 can be open at the same time; on the sixth, the panel shows You already have 5 open conversations. Close one to start another. |
| Previous conversations (clock) | Lists your latest conversations with the Copilot, with search (Search conversation…). Click a closed one to resume it: the Copilot comes back with the context, without introducing itself again, and the chat shows the Conversation resumed divider. |
| Expand | Widens the panel so you have more room to work. |
| Side divider | Drag the panel edge to adjust its width (minimum 360 px). With the divider focused, the arrow keys also adjust it. |
| Attach a text file (paperclip) | Sends a text file for the Copilot to analyze (log, CSV, configuration). See Limits. |
| Close | Hides the panel. The conversations stay in the history. |
The panel remembers its state in each browser: whether it was open, the chosen width and the open tabs persist after changing pages or reloading (F5).
Every message you send invisibly carries the context of the screen you are looking at at that moment (page, open conversation). That is why you can say "this conversation", "this flow" or mention a name visible on the screen without spelling it out.
Help with the open conversation
If you open the Copilot with a customer conversation open, it starts by asking: "Hi! I see you are handling (customer) (ticket ...). Do you need help with anything about this conversation?", with the buttons Yes, help me with this conversation and No, something else. This question does not use any AI.
If you say yes, the Copilot pulls the customer's full dossier before giving an opinion:
- Subscriber profile: ERP record, billing with open and overdue invoices, network (session, fiber, equipment, Wi-Fi and devices), when the integrations are active.
- Alerts already calculated by the system: overdue billing, equipment offline, weak optical signal, PON incident, weak Wi-Fi on a device. When answering "is everything ok with this customer?", it starts with these alerts and only says everything is fine when the list is empty.
- Tags, internal notes, events and the last 30 messages of the dialogue.
- Previous tickets of the customer, with the title and summary the AI generates whenever a conversation is closed. If it finds something relevant (a recurring problem, a pending promise from another conversation, a customer who came back for the same reason), the Copilot warns you right away, citing the protocol number of the old conversation.
If you switch conversations midway, the Copilot follows the conversation that is open at that moment.
The previous conversations it can see follow the History of other agents permission: without it, the Copilot only sees conversations that went through you, just like in the panel itself.
Suggested reply to the customer
Ask "suggest a reply" (or let the Copilot notice that the customer is waiting) and, once it knows the case, it writes a ready-to-send message. The suggestion appears in a Suggested reply to the client card with two buttons:
| Button | What it does |
|---|---|
| Edit | Opens the text in a field inside the card itself so you can adjust it before sending. |
| Apply | Sends the message straight to the customer in the conversation, under your name and with your permissions, as if you had typed it. The card then shows Sent to the client, and the Copilot learns whether you sent the original or an edited text. |
If you ask for changes ("shorter", "more formal"), it suggests again with the adjusted text. The suggested text speaks to the customer: friendly, clear, in the tone of the dialogue, without technical jargon, without mentioning internal systems or AI and without making up data that was not confirmed.
The Copilot only sends messages in a conversation assigned to you. If the conversation is in the queue, with the AI, in the automation or with another agent, it first asks whether you want to take over and, if you say yes, assigns the conversation to you before suggesting. When you try to apply in a conversation that is not yours, the sending is refused with This ticket is not assigned to you. Take over the conversation to send. The rule is enforced on the server, not only by the Copilot.
For a quick suggestion without opening the panel, the conversation's message field has an AI button that suggests or improves the text (see AI support for agents). The difference is that the Copilot knows the customer's profile, alerts and history before suggesting.
What the Copilot can do
To look up or change data, the Copilot uses a catalog of internal actions, which is faster and more reliable than searching the screen. Each action requires a permission; each user's catalog only contains the actions their profile allows, and the permission is checked again at execution time.
| Action | Required permission | Notes |
|---|---|---|
| List conversations (by state, name, phone or protocol number) | None | Protocol number, customer, state, department, agent, last message. |
| Show a conversation in detail | None | Conversation data and the latest messages. |
| Full customer data for a conversation | None | The dossier described in Help with the open conversation. |
| Transfer a conversation | None | To another department and/or agent; the event records that it was done by the copilot. |
| Close a conversation | None | Destructive: asks for confirmation (see below). The customer can reopen it by sending a message. |
| Query external systems by phone | None | Asks the registered external systems (billing, CRM) what they know about that phone number. |
| List and show service orders | None | Open, completed or all; by owner, search or phone. The detail includes the timeline and the conversation summary. |
| Open an internal service order | None | Linked to the conversation when it comes from a customer conversation (it inherits customer and phone and gets the summary). Origin recorded as Copilot. |
| Comment on a service order | None | Internal comment on the service order timeline. |
| List calendar appointments | None | By period (default: today up to 7 days), owner and state. |
| Schedule an appointment | None (for someone else: Manage the calendar) | Can link it to the conversation, send the confirmation to the customer over WhatsApp and create a Google Meet room when the owner's Google account is connected. |
| Complete or cancel an appointment | Permission over the appointment | Destructive: asks for confirmation. Cancelling deletes pending reminders. |
| List agents and departments | None | Name, profile, department, active, on break right now. |
| List tags | None | |
| List WhatsApp connections | WhatsApp connections | Useful for diagnosing a stalled channel. |
| List campaigns | Sending automation | State, total, sent, errors, pace. |
| List flows | Self-service flows | Name, active, trigger, last update. |
| Current service summary | Supervise all conversations | Open conversations by state, closed today, messages today, agents on break. |
Most settings have no catalog action: the Copilot changes them through the screen, as described below.
Operating the screens with you
When you ask "show me where X is" or "configure this for me", the Copilot uses screen tools that act on the page open next to the panel, in your own browser session:
| Tool | What it does |
|---|---|
| See the screen | Reads the page text and the visible buttons, fields and tabs, to understand where you are. |
| Navigate | Opens a system page (conversations, flows, settings...). Addresses that perform actions (save, delete, sign out) are blocked: it only navigates to pages. |
| Highlight | Visually points to an element on the screen, so you learn where it is. |
| Click | Clicks a button, tab or switch. Controls that look destructive (delete, remove, erase, close, disconnect, sign out) require your confirmation first. |
| Read and fill fields | Reads the full value of a field and fills in text fields, including appending a sentence at the end of existing text without erasing the rest. |
| Reload | Refreshes the page after a change, so you can see the result. |
Because the Copilot operates the screen with your session, it only reaches what you reach: pages and buttons your profile does not see do not exist for it either. When it finishes a configuration, it usually takes you to the module's screen before replying.
Long fields (AI persona, step instructions, messages) are handled carefully: to add a rule, the Copilot writes only the new part at the end; to rewrite a passage, it first reads the whole field and then saves the complete adjusted text. It does not erase what you had written.
Remember to review and click Save when the screen has that button, or ask the Copilot to save.
Confirmations and permissions
Destructive actions
Closing a conversation and completing or cancelling an appointment are destructive actions, as are clicks on delete controls on the screen. Before executing them, the Copilot shows the question in the chat with the Confirm and Cancel buttons. With no answer in about 2 minutes, the action is not executed. The Copilot never approves itself: the confirmation is also enforced by the server.
Access profile permissions
In Access profiles, Advanced group, there are two specific permissions:
| Permission | Effect |
|---|---|
| Copilot: act without asking for confirmation | Destructive catalog actions run immediately, without the confirmation question in the chat. Clicks on destructive controls on the screen still ask for confirmation. |
| Copilot: view other people conversations | Allows opening the history of what other users discussed with the Copilot, for support and follow-up. Without it, each person only sees their own conversations. |
The other profile permissions limit the action catalog (table in What the Copilot can do) and the screens it can operate.
Grant Copilot: act without asking for confirmation only to people who manage the operation. For everyone else, the confirmation in the chat is the last barrier against closing a conversation by mistake.
Scheduled review
Some checks only make sense a few minutes later (for example, checking whether a campaign has started sending). In these cases the Copilot schedules a review: a timer appears in the chat with what it will check and the countdown, from 20 seconds to 15 minutes. When the time comes, it wakes up on its own, checks and reports the result, without you having to ask again. It can reschedule once.
The review happens while the conversation with the Copilot is still active (see the times in Limits).
Limits
| Item | Limit |
|---|---|
| Scope | Only ChatISP topics: conversations and customer service, connections, agents, departments, campaigns, flows, catalogs, integrations, reports, audit log and settings. Requests outside the system are declined in one sentence. |
| Open conversations | Up to 5 tabs at the same time per user. |
| Inactivity | A conversation with no activity for 20 minutes is closed to free up the server. It stays in the history and can be resumed at any time; sending a message in a tab that was idle resumes it automatically. |
| Waiting times | A question with options waits for your answer for up to 5 minutes; a confirmation request, for about 2 minutes. |
| Attachments | Text files only (txt, log, csv, conf, cfg, ini, json, xml, yaml, yml, md, out, text), up to 2 MB. The Copilot reads the first 8,000 characters. Images, PDF and binary files are not accepted. |
| Message | Up to 8,000 characters per message. |
| Conversation memory | The 30 most recent messages of each conversation enter the context; in a very long conversation, the beginning is no longer taken into account. |
| Sending to the customer | Only through Apply on a suggestion, in a conversation assigned to you. |
| Security | Never reveals its own instructions, tokens, passwords or secrets. Content read on screens and in results is treated as data: text on the screen that "tells" the Copilot to do something has no effect. |
The Copilot depends on the Ravi Systems AI platform, which comes configured with the license. If the platform is unavailable, the panel cannot start the conversation; the rest of ChatISP keeps working normally.
Privacy and consumption
- Conversations with the Copilot are stored on the ChatISP server, with each user's history. Anyone with Copilot: view other people conversations can read them.
- To reply, the Copilot sends the AI platform your conversation with it, the screen context and the results of the lookups it made (for example, the customer profile and the latest messages of the conversation). Text attachments are stored on the server, outside the public area.
- Consumption appears on the AI consumption screen of the Audit log, under the Copilot origin (see AI consumption and costs).
- When an agent is deleted, their Copilot sessions are among the items handled by the deletion (see Users).
Example requests
Does this customer have any problem? Check billing and the network. Has he complained about this before? Suggest a reply explaining that the invoice is due on the 10th. Open a technical visit service order for this customer, high priority. Schedule a follow-up with this customer tomorrow at 9 a.m. with me.
How many conversations are in the queue right now and who is on break? List the open service orders with no owner. Transfer the conversation with protocol 20261001-0012 to Billing. Is any WhatsApp connection disconnected?
Where do I change the closing message? Add to the AI persona that it should call the customer by their first name. Show me where to turn on audio transcription. Check in 5 minutes whether the campaign has started sending.
Common problems
| Symptom | Likely cause and what to do |
|---|---|
| "Action not available for this user" | The profile does not have the action's permission (for example, listing campaigns without Sending automation). Ask the administrator, or do it with the user who has access. |
| The Copilot did not apply the suggestion | The conversation is not assigned to you. Take over the conversation (or accept when it offers to assign it) and apply again. |
| It stopped replying in an old tab | The conversation was closed due to inactivity. Send a new message in the same tab: it is resumed with its context. |
| I cannot open a new conversation | There are already 5 open tabs. Close one with the tab's Close conversation. |
| "I can't read or navigate here" | The page open next to it has left ChatISP (an external link). Go back to a system page. |
| Attachment refused | File larger than 2 MB, binary, or with an extension outside the text list. Convert it to .txt or .csv. |
| The panel does not start the conversation | AI platform unavailable at the moment. Try again shortly; if it persists, contact Ravi Systems support. |