Get a jumpstart on replies with Copilot

Copilot reduces the time and effort needed to resolve conversations with suggested replies based on past, similar conversations and optionally, your Front knowledge base and external knowledge sources. Let AI generate a message draft and see which sources contributed to it for full transparency and clarity. Use Front's Copilot features to improve the efficiency and accuracy in your team’s workflows, while maintaining control and oversight over your replies

The following features are available:

• Conversation summary: Get a comprehensive view of a conversation. Customer inquiries and relevant details are displayed in an outline view with activity summaries.

• Relevant conversations and articles: Automatically find past conversations and knowledge articles related to the conversation you’re currently working on. There are two ways to view similar conversations: selecting the summary above the conversation or clicking the sources while reviewing the suggested reply.

• Suggested replies: Generate email drafts using content from past conversations, knowledge base articles, and external knowledge sources.

• Enable the Copilot setting via the Front AI tab in workspace settings and select your shared inboxes and knowledge sources.

• You must have shared inboxes containing emails in English.

• Connecting knowledge sources are not required, but will improve Copilot performance. Specifically, you can connect: 

  • A Front knowledge base that is published in English. Public, Login controlled, and Front users only site visibility options are supported.

  • An external knowledge source with English content.

• English-only content

• Up to 3,000 pages of content per source

  • Front supports a maximum of roughly 3,000 pages. The maximum may vary as some pages are more costly to sync, causing you to reach the limit. If you run into this please contact us.

See this article's How it works and FAQ sections to learn more about external knowledge source sync requirements. AI Answers and Copilot's suggested replies share the same limitations.

Step 1

Click the gear icon, navigate to your workspace settings, then select Front AI from the sidebar.

Step 2

Under Topics and Copilot, use the dropdown in the Make available in inboxes setting to select the shared inboxes where Copilot is active.

Step 3

Under the Copilot section, toggle on the Suggested replies setting to enable AI-powered drafts in your inboxes.

Step 4

In the Knowledge sources setting, click the Add source dropdown, then select a Front knowledge base or connect an external knowledge source.

Step 5

Once configured, click Save and Copilot will start generating drafts based on the selected sources. It may take up to 1 day to start seeing suggested replies.

Front’s Copilot feature generates a summary at the top of a conversation. Teammates can click the overall summary to quickly catch up on long conversations.

A pop-up will appear with an outline of the conversation’s messages and comments. Each activity contains a short summary. 

Some activities represent inquiries. They are distinguishable with the status icon on their left. Hover over it to see the status of the request. You can copy the information by hovering a message and typing CMD+C or CTRL+C.

Click # hidden to see additional activities, or select an activity to jump to it in the conversation.

Use the filter feature at the top of the outline to focus on a specific request or pinned comments.

If the AI detects multiple requests in the same conversation, you can select a request to focus on a subset of messages.

For inquiries, if AI detects similar conversations or related knowledge articles from the sources configured in your settings, you’ll see them underneath message summaries in the conversation outline. Click the arrows to expand and view the content. Use this feature to quickly learn from previous solutions to resolve your current inquiry.

For similar conversations, hover over a conversation preview to see a summary. Click the arrow icon to view the entire conversation in a new window. For knowledge base articles, click on the article to open it in a new window.

The benefits of using similar conversations include:

• Handling complex inquiries faster and more efficiently

• Reducing the need to manually search through previous conversations or knowledge base articles

• Learn from prior conversations to identify trends and improve processes

When AI detects a question and can find a relevant similar conversation or knowledge base article, you’ll see a suggested reply in your composer with pre-drafted content.

Click Take over to continue customizing the message before sending it. Otherwise, click Discard to delete the draft.

Hover over the # sources indicator to preview the content used to generate the draft. 

• Clicking on the similar conversations source opens the Copilot panel, showing the conversations used to generate the reply. 

• Clicking on a knowledge base article source will take you directly to the article. 

• When hovering over a source, you may see relevant facts extracted by Front AI.

The benefits of using suggested drafts includes:

• Enabling faster resolutions by decreasing the number of drafts you need to create from scratch

• Reducing the need to manually search your knowledge base or past conversations for answers

• Flexibility to edit drafts to further customize the response to your recipient

This feature is only available for email and portal channels.

Only English is officially supported at this time. While it is possible to use this feature with other languages, unexpected results may occur.

No. Copilot only applies to shared inboxes.

When Copilot is first enabled, there's usually a 24 hour delay before you'll see suggested replies in conversations.

Otherwise, AI will only suggest a reply when it can detect a question and is confident in the accuracy of similar conversations or relevant articles in your knowledge base. Having conversations with similar contents and a broad knowledge base containing in-depth articles and frequently asked questions will increase the likelihood of generating an AI draft. You can check why a suggested reply did not generate by opening up the activity line in the conversation and looking at the “suggested reply skipped” activity line for more details.

Yes. If you select multiple inboxes in your Copilot settings, conversations from all inboxes can be used as sources. e.g. A suggested reply in the Support inbox could use information from a conversation from the Sales inbox.

Yes. Multiple knowledge bases are supported. 

Yes, there is a toggle within the workspace Front AI setting that allows you to toggle suggested replies on and off. If suggested replies is toggled off, but Copilot is still configured for specific inboxes, the conversation summary and relevant conversations and knowledge articles features will still work.

Yes. Article additions and updates to your Front knowledge base will be available to AI within minutes of the update.

1. For feedback on the suggested reply itself, you can use the thumbs up / thumbs down icon in the suggested reply shared draft header.

2. For high level feedback you can use the top level feedback banner in the Copilot panel.

3. For feedback on a specific activity in the Copilot outline you can hover over any of the summaries in the outline, then click the thumbs down icon. A pop-up will appear for you to provide more information.

Additionally, check our ideas portal here to see if your idea or feedback already exists.

• If it exists, you can upvote and/or comment on the idea to add additional details or describe the importance to your team’s workflows.

• If it doesn't exist, you can submit a new idea by clicking Add a new idea and share details about your idea and/or the problem you're having.

Doing any of those actions will ensure your feedback is reviewed by our Product team. This will also subscribe you to any updates and progress made on those ideas.

If you're encountering a bug and need support, please reach out to our Support team.

See this article for additional AI FAQs.

The Copilot add-on is included with the latest Enterprise plan at no additional cost.

For the latest Starter and Professional plans: 

• 10 suggested replies/seat/month are included at no additional cost.

• For unlimited usage, the add-on is $20/seat/month and added to your invoice based on your billing cycle.

• To purchase the Copilot add-on, navigate to your billing settings page to activate it.

• The add-on will remain on your subscription and will auto-renew unless updated within the Upcoming plan at renewal tab in your billing settings. To learn more about plan changes related to add-ons, see this article.