Ask Copilot closed beta: User guide

Thank you for agreeing to be part of the Ask Copilot closed beta! We’re excited for you to try it out and provide us feedback. As we continue development on our end, we wanted to provide you this user guide with some helpful tips and tricks to get started.

Ask Copilot is your always-on AI assistant, helping you quickly understand what matters most in every customer interaction. It brings together context, history, and knowledge across conversations to summarize requests, surface key details, and guide next steps—so you can move from questions to confident action without manual searching.

This feature will be included in the Copilot add-on and Enterprise plan.

If you’d like to join this beta and are not currently on one of these plans, please work with your AE or RM, who will help set up a limited-time trial to participate in the beta.

1. Have Front AI enabled. Go to workspace settings, then select Front AI to enable and configure inboxes. Ask Copilot will provide better responses when Front AI is enabled on important inboxes.

2. Join the Ask Copilot Community. All feature improvements and additions will be announced here. It’s also a great way to ask questions and share feedback.

3. Use the feature and provide us feedback! There are a few ways to leave feedback via the Community or via the 👍 thumbs up / 👎 thumbs down feature in product.

Ask Copilot can be used on all Front conversations, including conversations in shared and individual inboxes, discussions, and tasks.

Please feel free to try to Ask Copilot any range of questions - at this stage part of what we are hoping to learn from your is what types of questions and answers would be most helpful to your workflow.

Ask Copilot searches conversations and knowledge sources to answer questions. It also responds to filters you give it via the prompts you write. @mentioning a teammate, contact, shared inbox, tag, etc. may help you get even more specific responses.

Some examples of questions you may want to Ask Copilot include:

Understanding & summarizing conversations

• “What is this customer asking for?”

• “Summarize this conversation so far.” or “Summarize what ‘@teammate’ said?”

• “What has the customer already tried or shared?”

Searching within and across conversations

• “Did the customer mention an order number or deadline?”

• “Find other conversations related to this issue.”

• “Show similar conversations we’ve handled before.”

Finding conversations by customer, tag, app object, or criteria

• “Show me past conversations with this @customer or @account.”

• “Find conversations mentioning refunds (or another topic).”

• “Find conversations related to order @#12345.”

Sentiment-based insights

• “Show conversations where customers were frustrated or unhappy in @inbox or @view.”

• “Are there recent complaints about [feature name]?”

Process, policy, and how-to questions

Note: Requires knowledge source with this information to be connected to Front as an AI knowledge source. Go to Front AI, then Knowledge sources to add.

• “What is our policy on refunds?”

• “What’s the process for handling this request?”

• “How do I do this?”

Ask Copilot starts by looking at the conversation you’re currently on, and then looking at sources related to that conversation. If you’re looking for something more specific, try the following:

@mentions

You can @mention any teammate, contact, shared inbox, tag, app object, view, custom field, or conversation to make your ask more specific. This will instruct Ask Copilot to specifically look at information related to this object when answering your question.

Multi-select

You can also select multiple conversations at the same time and Ask Copilot about them. Ask Copilot will then start by looking at all selected conversations to to answer your question.

If none of the following options work, please use the 👍 thumbs up / 👎 thumbs down feature to let us know! We’re continuing to make investments here and your specific feedback is helpful in understanding what we can do better.

🔍 We will continue to release improvements to closed beta - at times, these may require to you to restart your Front instance to receive those improvements. We will announce when this is needed via the Community.

Ask Copilot only looks at your Front AI knowledge sources (enabled shared inboxes and external sources you’ve added to Front AI) and individual inboxes to answer questions. Please enable Front AI in Front > Settings > Front AI and add external knowledge sources to Front AI to improve Ask Copilot responses.

Currently, Ask Copilot is not able to answer questions related to:

• Images or PDFs attached/in the body of a conversation

• Conversation statuses (open, archived, etc.)

• Calendar

• Analytics reports

Additionally, if you need to ask Front specific questions (about settings, teammates, rules, etc. it’s recommended to use Admin Copilot, which is available under Settings).

The best place to leave us feedback is via the 👍 thumbs up / 👎 thumbs down feature in product. If you have more general feedback to share, there are a few ways to reach out to us:

• Leave a post in the Community,

• Provide feedback via this form: 📋 Feedback Form Link, or

• Respond via email to our prior thread.

We’ll look to schedule time with as many people live as well. Please note all feature update announcements will be made via the Community.