AI Copilot

Overview

The DOLU.ai AI Copilot is your team's intelligent assistant that lives inside the platform. Unlike the customer-facing AI Agent (which handles external conversations on WhatsApp, Instagram, Web Widget, etc.), the Copilot is designed exclusively for your internal team members. It helps agents draft responses, summarize conversations, look up CRM data, generate reports, write emails, and get instant answers about platform features — all through a natural language chat interface.

The Copilot is powered by DOLU.ai's multi-provider AI engine with automatic fallback (DeepSeek, Groq, Gemini) to ensure consistent availability. It understands your business context because it has access to your tenant's knowledge base, product catalog, FAQ entries, and CRM data. Every interaction with the Copilot feeds back into the AI's learning loop, making it smarter over time.

How to Access

Dashboard → Left Menu → AI Copilot

The Copilot is also available as:

• A floating widget on every page (click the AI icon in the bottom-right corner)
• A keyboard shortcut: press Ctrl+K (or Cmd+K on Mac) from anywhere in the platform
• An inline assistant within the conversation inbox (click "Ask Copilot" when viewing a customer chat)

Key Features

Natural Language Chat

• Conversational interface: Ask questions in plain language — no special syntax or commands needed
• Context awareness: The Copilot knows which page you are on, which contact or deal you are viewing, and tailors its responses accordingly
• Multi-language support: Communicate with the Copilot in 14 supported languages (Turkish, English, Arabic, German, Spanish, French, Hindi, Italian, Japanese, Korean, Dutch, Portuguese, Russian, Chinese)
• Conversation history: Your Copilot chat history is preserved across sessions so you can pick up where you left off

Response Drafting

• Suggested replies: When viewing a customer conversation, ask the Copilot to draft a response. It analyzes the conversation history, the contact's CRM profile, and your knowledge base to generate a contextually appropriate reply.
• Tone selection: Request responses in different tones — professional, friendly, formal, casual, or empathetic
• Template-based drafting: Ask the Copilot to use a specific response template and fill in the customer's details automatically
• Multi-language drafting: Draft replies in the customer's language, even if you do not speak it yourself

CRM Data Lookup

• Contact search: "Show me the contact details for John at Acme Corp"
• Deal status: "What is the current stage of the Acme Corp enterprise deal?"
• Account summary: "Give me a summary of all open tickets for account #1234"
• Activity history: "What was the last interaction with this contact?"

Content Generation

• Email drafting: "Write a follow-up email for the product demo we had yesterday"
• Meeting summaries: "Summarize the key points from today's conversations"
• Campaign copy: "Write a promotional WhatsApp message for our spring sale"
• Knowledge articles: "Create an FAQ entry about our return policy"

Platform Guidance

• Feature help: "How do I set up a Salesbot workflow?"
• Navigation: "Where can I find the campaign analytics?"
• Best practices: "What is the best way to segment my contacts for an email campaign?"

Step-by-Step Usage

Getting a Suggested Reply for a Customer

1. Open a customer conversation in the Inbox (Dashboard → Left Menu → Inbox).
2. Click the "Ask Copilot" button in the conversation toolbar, or press Ctrl+K.
3. Type: "Draft a reply to this customer's question."
4. The Copilot reads the conversation history, checks the contact's CRM profile, and searches your knowledge base.
5. It generates a suggested reply that you can:
   • Insert directly into the reply box with one click
   • Edit before sending
   • Regenerate with a different tone or approach
6. Once satisfied, send the message to the customer.

Looking Up CRM Data

1. Open the Copilot from anywhere using Ctrl+K.
2. Type a natural language query, for example: "How many open deals do we have this month?"
3. The Copilot queries your CRM data and returns a summary with deal count, total pipeline value, and a breakdown by stage.
4. Click on any referenced record to navigate directly to it.

Training the Copilot with Your Knowledge

1. Go to Settings → AI → Knowledge Base.
2. Add entries to your knowledge base: product descriptions, FAQs, pricing details, company policies, service procedures.
3. The Copilot automatically incorporates this knowledge into its responses.
4. You can also use the "Update" command in the Copilot chat: type "update knowledge" and the AI refreshes its understanding from all connected sources (website scrape, product catalog, FAQ entries).

Using the Copilot for Team Onboarding

1. New team members can ask the Copilot questions about how to use any DOLU.ai feature.
2. Example questions: "How do I create a new deal?", "How does lead scoring work?", "What do the pipeline stages mean?"
3. The Copilot provides step-by-step guidance with navigation paths, reducing the need for manual training.

Use Cases

Sales Teams

Sales representatives use the Copilot to quickly pull up account histories before calls, draft personalized follow-up emails after demos, and get instant pipeline summaries. During live chat with prospects, the Copilot suggests responses that reference the prospect's specific interests and deal stage.

Customer Support

Support agents ask the Copilot to summarize long conversation threads, look up relevant knowledge base articles, and draft empathetic responses to complaints. The Copilot can detect the customer's sentiment and recommend the appropriate tone and resolution approach.

Marketing Teams

Marketing team members use the Copilot to generate campaign copy in multiple languages, brainstorm subject lines for email campaigns, and get quick analytics summaries ("What was our open rate for last week's campaign?").

Management and Operations

Managers ask the Copilot for performance summaries: "How many conversations did each agent handle this week?", "What is our average response time?", "Show me the top 10 deals by value." The Copilot delivers insights without requiring the manager to navigate through multiple report screens.

Tips & Best Practices

Be Specific in Your Prompts

The more context you give the Copilot, the better its response. Instead of "Write an email," say "Write a follow-up email to the marketing director at Acme Corp about the enterprise plan demo we did on Tuesday."

Use the Copilot Before Every Customer Interaction

Before responding to a customer, ask the Copilot to summarize the contact's history. This ensures you never ask a customer to repeat themselves and always have full context.

Keep Your Knowledge Base Updated

The Copilot is only as good as the data it has access to. Regularly update your knowledge base with new product information, updated pricing, and revised policies. Use the "update knowledge" command to trigger a sync.

Leverage Tone Selection

When drafting responses for different contexts, specify the tone. A support ticket about a billing error needs an empathetic tone, while a deal negotiation response might need a professional and confident tone.

Troubleshooting

Copilot gives incorrect or outdated information

• Your knowledge base may be out of date. Go to Settings → AI → Knowledge Base and update the relevant entries.
• Trigger a knowledge refresh by typing "update knowledge" in the Copilot chat.
• If the issue persists, check that your AI provider is functioning correctly in Settings → AI → Provider Status.

Copilot responses are slow

• DOLU.ai uses a multi-provider fallback chain. If the primary provider is experiencing high latency, the system automatically switches to the next provider. Brief delays during provider switching are normal.
• Check your internet connection stability.
• Very complex queries (e.g., analyzing hundreds of records) may take longer to process.

Copilot does not understand my question

• Try rephrasing with more specific context. Include relevant names, dates, or module references.
• Make sure you are asking about data or features that exist in your DOLU.ai instance.
• The Copilot works best with clear, direct questions rather than abstract or multi-part queries.

Suggested reply does not match the conversation context

• Ensure the contact's CRM record is complete and up to date.
• Check that relevant knowledge base entries exist for the topic being discussed.
• Try regenerating the response with a specific instruction like "Focus on our return policy" or "Use a more formal tone."

FAQ

Q: Can the Copilot access all of my CRM data? A: The Copilot respects your role-based permissions. It can only access data that your user account has permission to view. An agent will not be able to query data they cannot normally see in the UI.

Q: Is the Copilot available 24/7? A: Yes. The multi-provider AI engine ensures high availability. If one provider experiences downtime, the system automatically falls back to the next provider in the chain.

Q: Does the Copilot learn from corrections? A: Yes. When you edit a Copilot-suggested response before sending, that correction feeds into the AI feedback loop. Over time, the Copilot learns your preferred phrasing, tone, and approach.

Q: Can I use the Copilot on mobile? A: Yes. The Copilot is accessible through the responsive web interface on mobile browsers. The floating widget and keyboard shortcut work on desktop, while on mobile you can access it from the left menu.

Q: Is there a limit to how many questions I can ask? A: Usage limits depend on your subscription plan. Check Settings → Billing for your AI usage allocation and current consumption.

Q: Can the Copilot create records in the CRM? A: Currently, the Copilot is read-focused for CRM data to prevent accidental modifications. It can draft content and suggest actions, but you confirm and execute the changes manually. Autonomous CRM actions are on the roadmap.