Inbox Copilot

Wallin's copilot assists your agents in the inbox with drafting, rewriting, and translating replies. It suggests text based on the customer's message and your conversation history — then your agent edits and sends it. The copilot never sends anything without approval.

Enabling Copilot for Your Team

Copilot is enabled by default, but your admin can turn it off.

To check if it's on:

1. Go to Settings → AI Assistant (or visit /ai)
2. Look at the top section: Copilot for agents
3. If checked, copilot is enabled. If unchecked, ask your admin to enable it.

Cost: Each draft, rewrite, or translate action costs 1 AI credit. Sandbox testing also costs 1 credit.

Using Copilot in the Inbox

Suggest a Reply

When you're viewing a conversation and the customer's last message is on-screen, you can ask the copilot to draft a reply.

How to:

1. Open a conversation in the inbox
2. Look at the message composer (text input area)
3. Click Suggest a reply button (or use the keyboard shortcut: Ctrl+. on desktop)
4. The copilot drafts a reply based on the customer's message and your conversation history

The draft appears above the composer in a violet card labeled "Suggested reply".

Review the Suggestion

The draft is inserted into the composer as a starting point — it's never sent automatically. You own the reply.

Your options:

1. Edit it — Click in the text box and change the wording (make it shorter, adjust tone, add info, etc.)
2. Accept it — Click Insert in the suggestion card to move it into the composer, then review and send
3. Discard it — Click the X button to dismiss the suggestion and write your own reply
4. Rewrite it — Click the "Rewrite ▾" dropdown and pick a tone:
   • Friendlier — More casual and warm
   • More formal — Professional and structured
   • Shorter — Condense into fewer words

After a rewrite, a new suggestion appears. Repeat until you like it, then insert and send.

Translate

If the customer wrote in Arabic and you want to reply in English (or vice versa), the copilot can help:

1. Draft a reply in your preferred language
2. Click "Translate ▾" and pick a target language:
   • Translate to English
   • ترجمة إلى العربية (Translate to Arabic)

The copilot translates your draft and shows a new suggestion. Review and send.

Example Workflow

Customer message: "السلام عليكم، في عندي سؤال عن توفر المنتج رقم 5 في جدة؟"

Step 1: Click "Suggest a reply"

• Copilot drafts: "وعليكم السلام! نعم، المنتج رقم 5 متوفر في جدة. التوصيل يأخذ 2-3 أيام عمل. هل تود طلب واحد؟"

Step 2: Review

• The draft is good but a bit long. You want it shorter and include your store hours.

Step 3: Click "Rewrite" → "Shorter"

• Copilot revises: "متوفر في جدة. التوصيل 2-3 أيام. ساعات العمل: 10-8. هل تود الطلب؟"

Step 4: Click "Insert"

• The text moves into the composer.

Step 5: Edit

• Add one more detail: "متوفر في جدة. التوصيل 2-3 أيام. ساعات العمل: 10-8 يومياً. احجز الآن!"

Step 6: Click "Send"

• Your edited reply goes out. You were fast, on-brand, and the customer is happy.

Copilot Sees Context

The copilot doesn't just look at the latest message — it reads your conversation history (last 20 messages) to understand context.

Example:

• Customer: "I ordered a phone yesterday. What's the tracking number?"
• Copilot draft: "Thanks for your order! Your tracking number is [#12345]. You'll receive a text update when it ships. Questions?"

The copilot knew this was about their order because it saw the earlier messages in the thread. This makes suggestions more relevant and faster to edit.

Conversation Summaries

When you view a long conversation, Wallin auto-generates a summary of the key points using AI. The summary appears at the top of the thread.

What you'll see:

• Customer's intent ("Customer is requesting a refund for damaged item")
• Key details ("Order #5678, purchased 3 days ago, issue: cracked screen")
• Sentiment ("Frustrated but willing to wait for resolution")

Use the summary to:

• Quickly understand what the conversation is about (helpful if you're jumping into a conversation another agent started)
• See unresolved issues at a glance
• Decide if you need to escalate or if you can resolve it

Summaries update automatically as the conversation progresses.

When Copilot Isn't Available

Out of AI Credits

If your organization runs out of AI credits for the month:

• The copilot still works, but shows: "Your workspace is out of AI credits this month."
• Your team can still reply manually — copilot just won't suggest
• Messaging is never blocked by credit exhaustion (drafting your own reply always works)

AI Service Down

Rare, but if Wallin's AI infrastructure is temporarily unavailable:

• The copilot shows: "Couldn't draft a reply."
• Click Retry to try again
• Click Dismiss to write your own reply instead

Copilot Disabled by Admin

If your admin turned off copilot in the organization settings:

• No copilot buttons or suggestions appear in the inbox
• Ask your admin to re-enable it in Settings → AI Assistant if you need it

Copilot Tips & Best Practices

1. Use copilot for bulk replies — When customers ask common questions (hours, shipping, returns), let copilot draft 80% of the response, then personalize the last 20%.

2. Rewrite for tone — If copilot suggests something too formal, click "Friendlier" to make it conversational. Helps match your brand voice.

3. Always review before sending — Copilot is fast but not perfect. Confirm facts ("Is the shipping cost right?") before sending.

4. Add your own details — Copilot can't know your customer's name, order number, or personal situation unless you mention it in the message. Edit the suggestion to add these.

5. Use translate for multilingual teams — If your team has mixed Arabic/English speakers, use translate to ensure customers always get replies in their language.

6. Don't rely on it for sensitive issues — Complaints, refunds, or unhappy customers benefit from a human touch. Use copilot to draft, then heavily edit and personalize before sending.

7. Check the summary — Before replying to a conversation you didn't start, read the auto-generated summary to understand the full context. Saves you from contradicting what a previous agent said.

Cost Management

Each copilot action (suggest, rewrite, translate) costs 1 AI credit. Test in the sandbox first (also 1 credit) to see if the suggestion is good before committing.

How to manage costs:

• Focus copilot on high-volume, routine questions (menu, hours, shipping)
• Write sensitive or complex replies manually
• Disable copilot during slow periods if your team has learned your common replies

See Plan & Usage to track your credit consumption and upgrade if needed.

Troubleshooting

"The copilot suggestion is wrong"

• The copilot is only as good as the context it sees. If there's missing info (e.g., the customer's name or order number), edit the suggestion to add it.
• If the copilot misunderstood the customer's message, write your own reply. Copilot isn't perfect.
• Always review before sending — you're responsible for what goes out.

"The copilot took too long to respond"

• Copilot usually responds in 2–5 seconds. If it's slower, the AI service may be busy or your internet connection might be slow.
• Click Retry to try again, or write your own reply.

"The summary shows wrong information"

• Summaries are auto-generated and not perfect. Use them as a quick reference, but always skim the actual conversation to confirm details before replying.

"I'm not seeing copilot buttons"

• Copilot is disabled. Go to Settings → AI Assistant and check Copilot for agents.
• Or ask your admin to enable it.

Next Steps

1. Enable copilot — Make sure it's turned on for your organization
2. Try it on your first customer message — Click "Suggest a reply" and see what it generates
3. Monitor your AI credits — Check how much you're using and plan for upgrades if needed
4. Refine your workflow — Find the rhythm that works for your team

Ready to draft faster replies? Your next customer message is waiting — hit Suggest a reply and see what the copilot can do.