Team copilot

Once you’ve taken over a conversation, the copilot helps you write your reply. It never sends anything itself: you review it and press Send.

Above the reply box

• Draft a reply writes a reply from the conversation and your knowledge. It follows your agent’s tone and guidance and uses the customer’s language. You send it in your own name.
• Rewrite changes what’s in the reply box: Fix spelling and grammar, Friendlier, More formal, Shorter or A little longer.
• Translate puts your reply into the customer’s language. See Topics, sentiment and language.
• Undo takes back the last change.

Beside the thread

Summarise sums up the conversation in two to four lines: what the customer wants, what’s been done and what’s left.

Add as a note saves the summary as an internal note for your team.

Read customers’ messages in your language

When a customer writes in a language other than your team’s, each of their messages has a Translate link, for example Translate to English. The translation shows inside the message, under the original. Press Hide translation to put it away. You don’t need to have taken over.

To see translations without pressing anything, turn on Translate automatically in Settings → Team inbox, or press Always translate for me under a translation. It’s your own setting, so teammates choose for themselves.

Each message is translated once and kept, so it shows straight away for anyone who opens the conversation later. Your team’s language is the one chosen in setup; the customer’s comes from the language Dazza detects. The customer never sees these translations.

To reply in their language, write your reply and press Translate above the reply box.

More

See Work the inbox for taking over, notes and handing back to Dazza, and Saved replies for answers you give often.