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Changelog

Copilot in the reply box

The AI menu in the conversation reply box now works on every account with Copilot: draft a reply from the conversation and your knowledge base, rewrite what you've written, or summarise the conversation or the issue into an internal note. With "Draft on open" turned on, a draft is waiting in the reply box when a customer is waiting on you.

How it behaves

  • Draft on open: when a customer is waiting for a reply, Aide writes a draft in their language and shows it in the empty reply box. Press Tab or "Insert draft" to use it. A new customer message brings a fresh draft; reopening the same conversation doesn't write another one.
  • Draft a reply: writes a reply on demand. With text already in the box, the draft goes in at the cursor instead of replacing it.
  • Rewrite: improve, shorten, lengthen, make friendlier, make more formal, or fix grammar. These only appear when "Tone tools" is on in Copilot settings.
  • Summaries: "Summarise the conversation" and "Summarise the issue" put the summary in an internal note, never in a reply.
  • Knowledge sources: drafts only use the knowledge sources selected in Copilot settings.
  • Plans without Copilot: the AI menu and drafts don't appear.
  • Limits: each teammate can make 30 Copilot requests a minute.
  • Billing: every draft, rewrite, translation or summary Copilot writes counts as one AI message in your usage, including drafts written on open and ones you don't send. They show in Settings > Billing > Usage under the Copilot channel. Requests that fail aren't counted.

For developers

  • New POST /v1/conversations/:id/ai with a tool of draft, improve, shorter, longer, friendlier, formal, grammar, summarise, issue_summary or translate. Rewrites and translate take text; draft takes an optional note to steer it; language (ISO 639-1) sets the target language for translate and draft.
  • Returns a conversation_ai_result: text, language, backTranslation (for translate), sufficiency and citations (for draft, each with documentId, title and url).
  • Errors: 403 plan_feature_unavailable without Copilot on the plan, 403 tone_tools_disabled for rewrites when tone tools are off, 429 past the rate limit, 502 when the model fails and 503 when no model is configured.

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