Once Copilot has been deployed and you've assigned seats, agents can add the Fin Copilot app to their Zendesk inbox and pin it to the sidebar. They'll be asked to sign in to their Fin account to start using the app.
Asking a question
Simply enter your query in the "Ask a question" field.
Copilot can find answers to customer queries by searching your team’s support content and past conversations.
It can help you figure out what to do, using your team’s internal articles.
All it needs is knowledge. The more content you give, the more expert Copilot becomes.
Copilot conversations are only visible to you.
Ask good questions
Use these guidelines when interacting with Copilot to improve the quality and relevance of the responses:
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.
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.
Provide context: Context helps Copilot understand the background of your question, leading to more accurate and relevant responses.
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.
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.
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.
Filter sources
You can select which sources you want Copilot to use when searching for an answer using the filter button. For example, you can query Copilot to return answers that only use Internal articles as sources.
Note:
Source filters selected here will reset if you reload or navigate away from the Copilot conversation or refresh your browser.
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 first.
Copilot can combine relevant internal and external sources in a single answer (unless sources have been filtered).
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 conversations/ticket history.
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.
Verify the answer
To verify an answer from Copilot and ensure it's trustworthy, hover over a source (referenced within and below the answer) to access a link to the source.
Follow up questions
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:
Agent: How do I issue a refund?
Copilot: You can issue a refund by doing XYZ.
Agent: But what if the order is more than 60 days ago?
Copilot: If the order is more than 60 days ago, you can XYZ.
Send an answer
If you’re happy with the answer, click Add to composer to insert the answer in the composer where you can still edit it before sending.
You can also click the three dots icon to make adjustments:
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