# AI Copilot: Get Knowledge Base Answers in the Inbox

Turn on AI Copilot, ask it questions from inside a conversation, use its answers in your reply, and see which seats include Copilot.

> Source: https://www.robylon.ai/docs/inbox/ai-copilot
> Section: Inbox and tickets

AI Copilot is an assistant for human agents inside the inbox. Ask it a question while you handle a conversation and it answers from your [knowledge base](https://www.robylon.ai/docs/knowledgebase), so you can check a policy or find the right answer without leaving the chat. Copilot never talks to the customer: you decide what to send.

## How do I turn on AI Copilot?

**AI Copilot** is available on request: email support@robylon.ai. Once it is enabled, it is turned on for the whole workspace in **Settings → AI Intelligence → AI Behavior**, see [Agent assist](https://www.robylon.ai/docs/inbox/agent-assist). Until it is on, the Copilot tab in the inbox is locked and shows "To use AI copilot, enable it from settings".

## How do I use Copilot in a conversation?

Open a conversation, open the **Copilot** tab in the conversation's side panel, type your question and send it. Copilot searches your knowledge base and replies with an answer.

<Steps>
  <Step title="Open a conversation">
    In the [unified inbox](https://www.robylon.ai/docs/inbox/unified-inbox), open the conversation you are handling.
  </Step>
  <Step title="Open Copilot">
    Click the **Copilot** tab in the conversation's side panel.
  </Step>
  <Step title="Ask your question">
    Type a question the way you would ask a colleague, for example "What is our return window for sale items?" and send it.
  </Step>
  <Step title="Use the answer">
    Read the answer and use it in your reply. You can edit the text before you click **Send**.
  </Step>
</Steps>

## Can I ask Copilot about something in the conversation?

Yes, in two clicks. Select the text you want help with in the conversation, such as the customer's question, then right-click and choose **Ask Copilot**. The selected text goes straight to Copilot, which answers in the Copilot tab. A one-click button under the answer adds it to your reply in the composer, where you can edit it before sending.

## Does the customer see my Copilot conversation?

No. Everything you ask Copilot, and its answers, are visible only to you. Nothing reaches the customer until you put it in your reply and send it yourself.

## How do I get better Copilot answers?

Copilot is only as good as your knowledge base. If it cannot answer, or answers wrongly, the knowledge base is missing or out of date on that topic. Add or fix the content in the [knowledge base](https://www.robylon.ai/docs/knowledgebase), and Copilot and your AI agents both improve.

<Tip>
Ask specific questions. "Can a customer change the delivery address after the order ships?" gets a better answer than "address change".
</Tip>

## Which seats include Copilot?

Copilot availability depends on the teammate's seat and on your plan and usage:

| Seat | AI Copilot |
| --- | --- |
| Lite | Not included |
| Basic | Not included |
| Advanced | Included |
| Expert | Included |

If Copilot says it is not available, contact your account manager. See [seat types](https://www.robylon.ai/docs/human-users/add-human-users#what-do-the-seat-types-include) for the full comparison.