Ask Copilot [open beta]

⚠️ This feature is in beta. This article may require final changes before the feature is released to general availability (GA).

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.

You must have the Copilot add-on or have Copilot included in your plan to use Ask Copilot.

Ask Copilot is designed to work off-the-shelf; no setup necessary! However, we recommend that admins follow these steps to help Ask Copilot produce high quality answers:

1. Connect important shared inboxes to AI. Go to workspace settings, then select Front AI to enable and configure inboxes. By connecting an inbox to AI, Ask Copilot is able to provide higher quality answers from your previous conversations.

2. Connect your knowledge base to Front AI. Ask Copilot does not have access to knowledge base content until you connect it in your Front AI settings. We also recommend connecting additional external knowledge sources. See article to learn more.

Step 1

Navigate to a conversation, then click the Ask Copilot icon next to the comment bar.

Step 2

In the Ask Copilot panel, type your question in the text box, then click send or press enter on your keyboard.

Step 3

Ask Copilot will generate an answer in the panel. From this panel, you can also:

• View which activities and knowledge sources Ask Copilot used to create the response

• Ask follow up questions

• Click the pencil icon at the top to start a new inquiry

Please feel free to try to Ask Copilot any range of questions - Copilot is designed to be helpful across a range of different workflows.

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 and 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?”

If you’re trying to search for a particular knowledge base article, but aren’t seeing results, double check that your knowledge base is connected in your workspace AI settings. If you haven’t connected your knowledge base before, we have a guide to help walk you through it!

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 question 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 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.

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).

We will continue to release improvements to the Ask Copilot beta. At times, this may require to you to restart your Front instance to receive those improvements. 

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

Ask Copilot does not have access to other teammate’s private inboxes or conversations in different workspaces.

Yes. Please contact us to disable the feature for your Front instance.

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, leave a post in the Front Community group.

This feature is available with the Copilot add-on. See this article for pricing plan availability.