Copilot now writes one reply draft for each customer message and every teammate who opens the conversation sees that same draft. It counts once against your Copilot usage, however many people open the conversation. A new setting lets you have drafts written in the background, so they're ready before anyone opens the conversation.
How it behaves
- Several teammates open the same conversation: they all see the same draft, and Copilot usage counts it once. Before, each open wrote and counted a new draft.
- Two teammates open it at the same moment: Copilot still writes one draft; both see it.
- The customer writes again: the next open gets a new draft for the new message, counted once.
- A teammate uses the draft: it shows as used for everyone, so nobody sends it twice.
- "When to write the draft" (Settings, Copilot, under the reply drafts switch):
- On first open (the default): the draft is written when someone first opens the conversation. Conversations nobody opens cost nothing.
- In the background: the draft is written as soon as a conversation starts waiting on a teammate (Aide hands it off, or the customer writes to a conversation a teammate owns), so it's ready on open. Conversations nobody opens still count.
- Reply drafts switched off: no drafts are written, whatever the timing.
- Asking Copilot to draft a reply on demand: unchanged. It always writes a fresh draft and counts it, as before.
For developers
GET /v1/conversations/{id}/draftreturns the storedcopilot_draftfor the customer message the conversation is waiting on, writing it first if needed;204when there is nothing to draft (no Copilot on the plan, reply drafts off, Aide owns the conversation, or no customer message waiting).POST /v1/conversations/{id}/draft/insertmarks the current draft used (204;404without a current draft).- The Copilot settings document gains
draftTiming:on_open(default) orbackground.