Support operations  /  LIA Copilot

LIA Copilot

An AI assistant just for agents — helps with summaries, draft replies, and policy lookups.

Opening the copilot

Click the ✦ LIA tab at the top of the inbox's right panel. Copilot conversations are visible only to agents and are never sent to customers.

What does it know?

• The content of the current conversation
• Customer info and other conversation history
• Order history (when e-commerce is integrated)
• Knowledge registered in Data training

Example prompts

• "Summarize this customer's situation"
• "Draft a reply to send to the customer"
• "Tell me the refund policy"

Click 'Insert into input' on a reply and the draft goes into the input box, ready to review and send. Replies arrive in real time via streaming.