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.
Use Fin Copilot with Zendesk
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.
Ask a question
Simply enter your query in the "Ask a question" field.
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).
Generate 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 Fin.
Snippets - Added to Fin's content.
PDFs - Added to Fin's content.
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:
My tone of voice
More friendly
More formal
More concise
Rephrase
Expand
Translate to...
Add as note
Use Fin Copilot with Salesforce
Once Copilot has been deployed and you've assigned seats, agents can use the Fin Copilot app in Salesforce. They'll be asked to sign in to their Fin account to start using the app.
How Copilot works in Salesforce composers
Copilot works differently depending on which Salesforce composer you're using. These differences affect how answers are inserted, how AI format tools behave, and whether you can select specific text.
Post composer
The Post composer is used on Cases and supports a simplified version of Copilot’s insertion and editing tools.
How Copilot behaves in Post:
Full replace of composer content. When a you add an AI answer, Copilot replaces the entire Post composer content.
No text selection. You can't highlight or select specific text for editing.
AI format uses the full composer. Tools like More formal, More friendly, or Rephrase process the entire Post message and replace it with the updated version.
Tip: Use Post for quick updates or summaries when you want Copilot to rewrite everything at once.
Email composer
The Email composer is also used on Cases, but it supports advanced text-editing behaviors.
Additional capabilities in Email:
Insert at cursor. Copilot adds the AI answer exactly where your cursor is without replacing the whole email.
Select and replace. You can highlight text and use Copilot in two ways:
AI format tools: Copilot takes the highlighted text as input (e.g., only formalizes the selected sentence) and replaces it with the AI-generated revision while preserving formatting (font, size, etc.).
Add to composer: Copilot replaces the selected text with the full AI answer generated from the customer’s question.
Formatting preserved. Copilot respects all existing formatting of the selected text so the updated content blends smoothly into the email.
Note: Email is the only Salesforce composer that supports both select-and-replace and insert-at-cursor behaviors.
Messaging Session composer
Messaging Sessions behave the same as the Post composer.
How Copilot works in Messaging Sessions:
Full replace of composer content. Adding an AI answer replaces the entire message composer text.
No text selection. You can't select specific text for localized edits.
AI format uses full text. Any formatting tool applies to the full message and replaces it entirely.
Note: Messaging Sessions do not support cursor-based insertion or select-and-replace.
Summarize
Click Summarize if you'd like Copilot to generate a summary of the case and add it to your composer on Salesforce.
Ask a question
Simply enter your query in the "Ask a question" field.
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
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).
Generate 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 Fin.
Snippets - Added to Fin's content.
PDFs - Added to Fin's content.
Past conversations - The last 30 days of your team's case 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.
Add to composer
If you’re happy with the answer, click Add to composer to insert the answer in the Salesforce reply editor where you can still edit it before sending.
AI format
Once you've added text to the Salesforce reply editor you can use AI Format to make quick adjustments:
Expand
Rephrase
More friendly
More formal
More concise
Fix grammar & spelling
Translate to...
Note: If using the Email composer, you'll need to first highlight the text you want to format before using this tool.
Best practices
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.