Use Copilot in the inbox

Last updated: July 23, 2026

Copilot is an assistant for teammates working in the Inbox. It uses the selected conversation as context, but it does not replace your review or send a suggestion automatically.

Choose how to use Copilot

Mode

Start from

Best for

What Copilot returns

Free-form question

The Copilot button and Ask away field

Understanding the conversation, considering next steps, or drafting an approach

An answer based on the selected conversation’s available context

Message-specific suggestion

Copilot button by hovering on eligible message

Preparing a direct response to one incoming message

A predicted reply with I’ll Tweak and Send button

Its conversation is private to the teammate using it, but the generated answer may still contain customer context and should be handled accordingly.

Ask a question about the conversation

  1. Open the relevant contact in the Inbox.

  2. Select the Copilot button in the lower-right corner.

  3. Enter a specific question in Ask away.

  4. Press Enter or select the send control.

  5. Check the answer against the customer’s messages and your current business policies.

Copilot retains the questions and responses associated with that contact, so follow-up questions can build on the existing Copilot conversation.

Request a message-specific suggestion

  1. Hover over an eligible incoming text message.

  2. Select copilot icon.

  3. Wait for the Copilot panel to open and produce a suggestion.

  4. Review the response for accuracy, tone, names, links, pricing, dates, and commitments.

The action is not shown for deleted messages or message types that cannot provide suitable text context.

Tweak a prediction before sending

Select I’ll Tweak and Send on a message-specific prediction. Copilot copies the suggestion into the main message composer; it does not send it.

Edit the draft until it accurately reflects the conversation and your business. Then send it from the normal message composer.

Rate the response

Use the thumbs-up or thumbs-down control below the latest Copilot response to record whether it was useful. Feedback does not send the response to the customer and does not replace a correction in the draft.

For Copilot prompt and other options, see Configure Copilot assistance. If Copilot does not load or produces an error, see Troubleshoot common issues.