Copilot

The Copilot is the most useful day-to-day tool for working with your AI flows. Instead of editing forms by hand, you talk to an assistant that can read every configured flow, explain how things work, make changes for you, and troubleshoot when something misbehaves.

It's under active development, so expect occasional rough edges — but it's the primary way the team builds and maintains everything from flows and data points to integrations, tickets, WhatsApp templates, and FAQs.

Features

The Copilot's capabilities group into a handful of areas. Each has its own page with sample prompts you can adapt.

Area	What it handles
Understand & plan	Explain configuration, review a flow, or plan an approach — read-only.
Build & change flows	Flows, objectives, branching, data points, and child-ticket templates.
Connect external systems	Integrations, custom APIs, source APIs, and sample data.
Tickets & disposition	The disposition form, on-closure actions, and per-flow presets.
WhatsApp & outreach	Broadcast templates and template reply hooks.
Knowledge & replies	FAQs and agent-facing canned responses.
Testing	Draft test cases and review why a test passed or failed.
Debugging	Why a flow, transition, custom API, or ticket misbehaved.

How a Request Is Handled

Working with the Copilot follows the same loop no matter what you're changing:

1. You describe what you want in plain language — a question, a change, or a whole new flow.
2. The Copilot reads your live configuration — every flow, data point, custom API, template, and FAQ in the account — so its answer or change is grounded in what you actually have, not a generic template.
3. It plans the work. For anything non-trivial it breaks the request into ordered steps and streams its progress as it goes, so you can see what it's doing and why.
4. It asks before guessing. If something is ambiguous or a required detail is missing, it stops and asks a short question (usually with suggested options) rather than inventing an answer.
5. You review the result. Read-only requests just answer. Changes are made against your configuration for you to review — then confirm they behave with a Test flow run or an automated test.

The clearer your request, the fewer round-trips: name the customer intent, the specific flow or data point, and the outcome you want.

When a Request Spans Several Areas

You can ask for several things at once and the Copilot will break the work into ordered steps, respecting dependencies (for example, creating a data point before the flow that uses it).

"Add a data point for tracking and update the refund flow to use it." "Create a refund flow and add its disposition presets."

If you paste mixed content — say, some fixed policy facts plus flow-style instructions — it splits that into FAQs and flows so nothing gets dropped.

When It Asks You to Clarify

• If a request is too vague to act on confidently, the Copilot asks a short clarifying question with suggested options rather than guessing.
• If a request is outside what it can configure (e.g. product UI changes, analytics/report generation, billing, or editing source code), it tells you and points to the closest supported alternative.

Tips

• Use it to learn an unfamiliar account before changing anything — ask how existing journeys work.
• Be specific about the customer, the trigger, and the desired outcome.
• Name exactly what you mean when it matters ("edit the data point, not the API") to avoid ambiguity.
• After the Copilot makes a change, validate it with the Test flow feature or an automated test run.

Related

• Workflows — the building blocks the Copilot edits.
• Flows — the full flow configuration reference.
• Data Points — built-in and custom-API-backed data points and execute actions.
• Custom APIs — endpoints and source APIs.
• Integrations — providers, the API library, and resources.
• Ticket Fields & Disposition — the disposition form the Copilot configures.
• Broadcasts — WhatsApp templates and reply hooks.
• Testing — confirm changes behave as expected.