Copilot

Overview

Copilot is an AI-powered assistant that lives in your dashboard. Instead of navigating through menus and forms, you can simply describe what you want in plain English and Copilot will handle it. It has access to the same tools as the MCP server, meaning it can do most of what you can do through the dashboard UI.

How It Works

Copilot can take up to 20 steps for one answer — looking up the right action, reading what is there, then acting — so a multi-step request usually finishes in a single reply.

The Confirm Card

Every change, delete or send shows a card before it runs:

• The action's name in plain words, such as Update ticket or Write article with AI. Action names are in English in every language.
• Applies to: the name of the record it acts on, when there is one.
• The values being sent, as short readable rows — the new title, the column, the assignee, and so on. The raw data stays available under Input above the card.
• Uses AI credits, when the action writes text with AI.

Deletes and sends get a red card that names the record and says This cannot be undone. Read it carefully: a deleted record is gone for good, and a reply or email reaches the visitor or reporter the moment you confirm.

When Copilot has prepared two or more changes at once, a Confirm all button appears above the cards so you don't have to click each one. You can still confirm or cancel any card on its own. Deletes and sends are never part of Confirm all — each one is confirmed by itself.

Apply to Canvas (Workflow Editor)

While a workflow is open in the editor, Copilot never saves that workflow itself. It writes the change and checks it, and once the check passes, an Apply to canvas button appears under the check:

• Apply to canvas puts Copilot's change — the steps, the trigger and the name — on the canvas, without saving. A toast says Applied the Copilot's change — not saved yet.
• Undo on that toast brings back the canvas, the trigger and the name as they were.
• Look the change over, then press Save yourself. Until you save, nothing changes for your visitors.

The button only appears in the editor of that workflow. On other pages, such as the Workflows list, there is none — there Copilot creates or changes workflows through the Confirm card.

Suggestion Prompts

When you open Copilot with an empty conversation, a Try one of these list offers six ready-made prompts:

• "List my widgets"
• "Create a knowledge base article draft"
• "How do I set up a chatbot?"
• "Summarize visitor stats for last 7 days"
• "Explore Yaplet: what can it do for me?" — Copilot walks through each product area, what your plan and permissions include, and what to set up next.
• "Fix a problem: find what is missing or failing" — Copilot checks your account for anything missing or failing and proposes the fix.

What You Can Do

Below are example prompts organized by category. Many of these involve multiple tools working together behind the scenes — Copilot handles the orchestration automatically.

Chat Widget Setup & Customization

• "Change my widget's accent color to #FF5500 and set the background to a gradient decoration."
• "Show me all my widgets and their settings."
• "Hide the news and roadmap tabs in my default widget."
• "Set my widget to ask visitors for their email before starting a chat."
• "Give me the install code for my main widget."
• "Make the launcher button a two-color gradient from #6C63FF to #FF6B6B."
• "Turn on conversation ratings on my widget."

AI Agent (Vex) Setup

A brand has at most one AI agent, called Vex, and it answers on that brand's chat widget automatically. There is nothing to link and no list of chatbots to build.

• "Add a document to my brand's knowledge explaining our refund policy: customers can request a full refund within 30 days of purchase."
• "Set the AI to hand off to a human agent after 5 messages if it can't find an answer."
• "Change what the AI does when it doesn't know: decline politely instead of offering an agent."
• "Show me all the documents my AI agent can read."
• "Create an API tool my AI agent can call to look up an order's status."
• "Turn my AI agent on."

Diagnosing AI Responses

• "Show me the messages in conversation X — I want to check what the AI said."
• "Why did the chatbot give a wrong answer in this conversation? Diagnose the AI response for message Y."
• "The chatbot couldn't answer a question about pricing. Add a document with our pricing info to fix it."

Chat Workflows

• "Build a workflow for my brand that asks visitors for their order number and email, then hands the chat to my team."
• "Change the open workflow so the welcome message also offers a 'Talk to sales' button."
• "When a visitor asks where their order is, look it up with our order API and tell them the status."
• "Duplicate my returns workflow into my second brand."
• "Which of my workflows failed in the last 24 hours, and why?"
• "Switch off the holiday sale workflow."

Help (Knowledge Base & Documentation)

• "Create a knowledge base called Support."
• "Write an article about getting started with our platform and publish it."
• "Generate an article titled 'Billing FAQ' covering common billing questions for a SaaS product."
• "List all articles in my knowledge base and tell me which ones are published."
• "Move the Getting Started article to the Onboarding category."
• "Unpublish the old pricing article."
• "Create a documentation page about our API reference in Markdown."
• "List all documentation pages and their categories."

Inbox & Conversations

• "Show me all unassigned conversations."
• "What conversations came in today?"
• "Search for conversations mentioning 'refund'."
• "Show me the messages in the most recent conversation."
• "Assign the latest unassigned chat to me."
• "Send a reply in conversation X saying 'Thanks for reaching out! Let me look into this for you.'"
• "Add a private note to conversation X saying 'Customer is a VIP — handle with care.'"
• "Reply to the customer and also send it as an email."

Tickets

• "Create a bug ticket on the Bugs board titled 'Checkout fails on Safari'."
• "Move ticket 42 to In Progress and assign it to Anna."
• "Set this ticket to high priority and add the 'billing' label."
• "Add an internal note to this ticket: reproduced on iOS 18."
• "Email the reporter of this ticket to say the fix ships next week."
• "Archive the ticket about the Safari checkout bug."

Newsletter Campaigns

• "Create a newsletter campaign called 'March Update' with the subject 'What's New in March'."
• "Generate a promotional email about our spring sale with 50% off all items."
• "Create a campaign based on my Welcome template but change the headline to 'Happy New Year'."
• "Set the campaign recipients to all active subscribers."
• "Target only the 'Premium Users' contact group for this campaign."
• "Show me my recent campaigns and their stats."
• "What's the open rate on my last campaign?"

Email Automations

• "Create a welcome email automation: when someone subscribes, wait 1 day, send a welcome email, wait 3 days, send a tips email."
• "Add a condition to my onboarding automation to check if the contact opened the first email."
• "Write the welcome email content for node 2 in my automation — make it warm and professional."
• "Rename my automation to 'New Customer Onboarding'."
• "Show me the stats for my welcome series."

Engagement (Banners, Chat messages, Surveys, Tours, News)

• "Draft a banner announcing our holiday sale that shows on session start."
• "Create a feedback survey that triggers after 30 seconds on the pricing page."
• "Set the banner to only show to visitors from the US, once per visitor."
• "Move my sale banner to the top of the list."
• "Write a news release about our new feature update — generate the content with AI."
• "List all my engagement items."
• "Which of my banners performed best last month?"
• "What did people answer in the feedback survey?"

Shifts

• "Clock me in for chat duty."
• "End my shift."
• "I forgot to clock out yesterday — set my shift's end to 6 PM."
• "Record an 8-hour shift for Anna last Tuesday."
• "How many hours did each agent work last month, and what do we owe them?"
• "Finalize last month's completed shifts for payroll."

Analytics & Reports

• "How are my agents performing this month?"
• "Show me chatbot analytics for the last 30 days."
• "Where are my visitors coming from? Show country breakdown for this week."
• "How many AI credits did we use this month compared to last month?"
• "What's my chatbot's AI handling rate?"

Complex Multi-Step Workflows

These prompts demonstrate Copilot's ability to chain multiple tools together:

• "Teach my AI agent our FAQ: add a document for each of these five questions, then give me the install code for my widget."
• "I want a complete newsletter setup: create a welcome campaign with AI-generated content, target all active subscribers, and show me the preview link."
• "Review my chatbot's performance: show me the analytics for this month, find any conversations where the AI failed, and diagnose the most recent failure."
• "Create a knowledge base, write 5 articles about common support topics for a SaaS product, and publish them all."

Permissions

Copilot doesn't have its own separate permission set. It runs under the dashboard feature permissions you already hold — the same ones that decide what you can do by hand in the UI. Each area's actions map to the permission that gates its feature:

• Widget tools require Brands & chat widgets (permission key Brands)
• AI agent tools (settings, diagnostics) require Vex AI (key Vex)
• Content source tools (knowledge documents, API tools, product sources, product rules) require Content sources (key ContentSources)
• Workflow tools (building, checking, changing and switching off chat workflows) require Workflows (key Workflows)
• Knowledge base and documentation tools require your Knowledgebase / Documentation permissions
• Conversation tools require your Inbox permission
• Ticket tools require the Tickets permission, and additionally respect which boards you have been given access to
• Newsletter tools require your Newsletter permissions — one-off campaigns need Campaigns, and automations need Email automations (key Newsletter.Automations)
• Engagement tools require the matching permission per item type — banners, chat messages, surveys, tours and news each have their own. The menu section is called Engagement but the permission keys are spelled Outreach.Banners, Outreach.Messages, Outreach.Surveys, Outreach.Tours and Outreach.News
• Analytics tools require your Reports permission
• Shift tools require Time Management; the hours-and-pay report additionally needs its Reports sub-permission. All Shifts is needed to see or change anyone else's shifts — and to finalize a shift for payroll or change a pay rate at all, including on your own shift

The result: Copilot can never do more than you could do yourself in the dashboard. If your role can't access a feature, Copilot won't offer its actions either. Organization owners automatically hold every permission their plan enables; other roles get whatever was granted at the org and user level. You also need the Copilot permission itself, and a member who is disabled loses Copilot at once — it works again when they are re-enabled.

What Copilot Won't Do

Some things always stay with a person, even when you ask Copilot directly. Copilot can explain them and link you to the right page, but it won't do them:

• Money: your plan, add-ons, the payment card, credit top-ups, phone numbers, the dedicated IP.
• Access: team members, invitations, permissions, members' pay rates, API keys, integrations.
• The account: data export, deleting the account, signing the data-processing agreement.
• Emails to subscribers and public posts: sending, scheduling or resuming a campaign, switching an email automation on, approving an autopilot issue or letting an autopilot send without approval, and publishing social posts.
• Switching a chat workflow on: Copilot builds workflows switched off and changes only switched-off ones; you switch a workflow on yourself. It also never saves the workflow you have open in the editor — it puts its change on the canvas, and you save it.

It also never deletes in bulk: one named record at a time, and never a whole brand, widget, knowledge base, documentation set or board, or a subscriber. The full list is on the MCP Server page.

Tips

• Be specific. Instead of "improve my AI", say "add a document about our return policy to my brand's knowledge."
• Chain actions. Copilot can handle multi-step requests in a single prompt.
• Ask for help. If you're not sure how to do something, ask "How do I set up email automations?" and Copilot will guide you.
• Use it for diagnostics. When your AI chatbot gives a bad answer, ask Copilot to diagnose it — it will tell you exactly what went wrong and offer to fix it.
• Review before confirming. Always check the Confirm card — the action, the record it applies to and the values — before clicking Confirm. Take extra care with red cards: deletes and sends cannot be undone.