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How to use Copilot

How to use Copilot as a personal AI assistant in your Fin workspace.

Updated this week

This article covers how to access and use Copilot as an agent in your workspace. We'll go through how to ask a question, filter by sources, and fact check the answers you're given before sending them to customers.

Asking Copilot a question

You can open Copilot from the Conversations tab and Copilot can assist with both conversations and tickets.

Under the Analyze > Conversations tab select a conversation. The whole conversation thread will appear in the right side section of the screen. Here you can highlight text text within a customer's conversation and click Ask Copilot.

Asking internal questions

You can also ask Copilot an internal question, and Copilot will use internal articles to generate a response.

Answers which use internal sources will be clearly marked in yellow with an "internal" symbol next to each source, and you'll also be given a warning before adding the answer to the composer.

  • In order for internal articles to be used by Copilot, you'll need to create, sync, or import your internal articles to the Content section first.

  • Copilot can combine relevant internal and external sources in a single answer (unless sources have been filtered).

Ask good questions

Use these guidelines when interacting with Copilot to improve the quality and relevance of the responses:

  1. Ask questions that relate to your support content: Copilot uses your content sources to answer questions. Make sure you ask questions which might be answered within this pool of content.

  2. Ask clear and detailed questions: When posing your first question, ensure you provide enough detail. If there are features or terms that are similar or have similar names, be specific to avoid confusion.

  3. Provide context: Context helps Copilot understand the background of your question, leading to more accurate and relevant responses.

  4. Use follow-up questions: Since Copilot is conversational, you can ask follow-up questions to refine the information or to delve deeper into a topic.

  5. Understand the difference from traditional search: Unlike traditional search engines, where you use keywords and sift through the results yourself, Copilot processes your query and sifts through relevant sources to generate a coherent answer.

  6. Be specific to avoid vague responses: If your query is too vague or relies on only a few keywords, Copilot has to pull from a broader range of resources, which may result in an off-topic response. Being specific helps narrow down the information pool, leading to more accurate answers.

Generating an answer

Copilot can use any of the content sources you've enabled, including:

  • Public articles - synced from Zendesk or Salesforce

  • Internal articles - from the Content section (these can also be synced from Confluence, Guru, or Notion).

  • Websites - Public URL sources you've synced with your Content section.

  • Snippets - Created in the Knowledge Hub.

  • PDFs - Uploaded to the Knowledge Hub.

  • Past conversations - The last 30 days of your team's chat conversation and ticket history. Conversations, that happened via e-mail channel, will not be taken in consideration.

  • Customer tickets - The last 4 months of your team's Customer ticket history.

  • Learn how to enable and manage available knowledge sources for Copilot.

  • Copilot does not use Back-office tickets or Tracker tickets to generate an answer.

Source filtering

You can select which sources you want Copilot to use when searching for an answer. For example, you can query Copilot to return answers that only use Internal articles as sources.

Source filters selected here will reset if you close/navigate away from the Copilot conversation or refresh your browser.

After you've asked a question, Copilot will generate a direct answer which can be made up of multiple sources.

Below the direct answer, Copilot will surface the relevant sources used.

Copilot will have context on the questions you’ve asked before in the same Copilot thread, so you can also ask a follow up question which relates to the previous answer.

For example:

  • Teammate: How do I issue a refund?

  • Copilot: You can issue a refund by doing XYZ.

  • Teammate: But what if the order is more than 60 days ago?

  • Copilot: If the order is more than 60 days ago, you can XYZ.

Verifying an answer

To verify an answer from Copilot and ensure it's trustworthy, hover over a source (referenced within the answer and below the answer) to see a small summary.

Or click on the source to preview it in full in the sidebar.

You can also easily view all related sources found by clicking the See all button.

Sending an answer

If you’re happy with the answer, you can click on Add to composer to insert the answer into the composer.

You can also select the three dots icon and then select the adjustments you’d like to make:

  • My tone of voice

  • More friendly

  • More formal

  • Rephrase

  • Expand

  • Translate to...

  • Add as a note

  • Save as macro

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