Steps and facts
- Open Copilot and choose the conversation the teammate is handling.
- Review the customer history, relevant approved knowledge, troubleshooting steps and recommended next action.
- Edit the suggested reply and check prices, policies and customer-specific facts against the allowed source.
- Copilot does not send on its own. The teammate reviews and sends through Inbox.
- Do not paste internal secrets into a reply. If information is missing or conflicting, clarify or escalate instead of guessing.