Copilot - your smart assistant for customer conversations

Welcome!

If you're looking for a smart assistant to help you respond to customers faster, more accurately, and with less effort, Copilot is exactly what you need.

What Is Copilot?

Copilot is an intelligent chatbot assistant built into Chative. It helps agents:

• Suggest replies based on the context of the conversation
• Automatically retrieve product, order, and policy information
• Assist with customer support efficiently without switching tabs or copy-pasting

What Can Copilot Do?

Feature	Benefit
Smart reply suggestions	Respond faster and stay on point
Understands conversation context	Reduces misunderstandings and saves time
Integrated with internal documentation	Delivers accurate, consistent responses
Automates repetitive tasks	Less manual work for agents

How To Enable Copilot

Step 1: Activate Copilot

1. Go to the Add-ons menu
2. Select Copilot
3. Click Install
4. Click Open to begin setup

Step 2: Train your own Copilot

Customize Copilot to suit your needs:

Train your Copilot

• Connect it with your knowledge base, internal documents, URLs, etc.
• This helps Copilot understand your products, services, and processes

Create quick commands

• Set up predefined prompts like “product A price” or “return policy”
• Agents can trigger accurate replies instantly

Connect Copilot to Shopify

When connected to Shopify, Copilot can:

• Retrieve product information
• Access customer order details
• Assist agents in answering questions like: “What is the current status of order #1002 for customer A?”

note

You must connect to Shopify before integrating it into Copilot.

Please follow this guide: Learn how to connect your Shopify stores with Chative

Using Copilot In Customer Conversations

Copilot not only suggests replies, but also helps you rewrite, translate, shorten, or clarify your messages before sending them to customers.

How to use Quick Actions while composing messages:

1. Highlight the message you're about to send
2. Choose a Quick Action such as:
   • Rewrite with formal tone
   • Rephrase
   • Make shorter
   • Make longer
   • Translate
   • Summarize

Example:

• Original: “This product is out of stock.”
• Suggested (after clicking "Rewrite with formal tone"): “This product is currently out of stock. We’ll notify you as soon as it’s back.”

Quick Actions can also be applied to customer messages

If the customer message is too long, confusing, or the customer is from another country, you can:

• Use Translate to understand the message in your language
• Use Summarize to get the key idea quickly

This helps you respond with more confidence and clarity.

Accessing Copilot In Inbox

1. Open the Inbox view
2. Click the Copilot icon in the message area
3. Start interacting or apply quick actions during conversations

note

Copilot is currently in its Beta release.

If you have any questions or would like to share feedback during your experience, please reach out to Chative’s support team via live chat on our website or through in-app support.

We truly appreciate and value all contributions from our users.

Copilot is here to help you support your customers with more ease, clarity, and professionalism every single day.