A second pair of hands that shows its sources.
Copilot works beside every person on your team, inside the ticket. It summarises the thread, drafts a reply grounded in your resolved tickets and articles with numbered citations, and proposes priority, type and tags — using only the customer context your AI may see. Nothing is sent or saved until a person says so.
- Every draft names the tickets and articles it used
- Nothing reaches a customer until you press Send
- Reads only the customer data your AI is allowed to see
Customer · 09:41
The frame on my Trail 29 has a crack near the seat post. I bought it in June. Is this covered?
Hi Lucía — I’m sorry about the frame. Frames are covered against manufacturing defects for two years from purchase1, so you’re well within it. Could you reply with a photo of the crack and your order number? We’ll then arrange a repair or a replacement frame2.
CopilotReady
Copilot works, you decide
Nothing is sent or saved until you accept.
- Summarise the thread
- Draft a cited replyInserted
- Suggest triage fieldsRun
Uses only the customer details your AI is allowed to see.
01Summaries
Pick up any ticket
already briefed.
One click gives a short overview of the thread, then the facts that matter: who the customer is, the issue, what has been tried, where it stands and the next step. And when the AI agent hands a conversation over, the person picking it up gets an AI briefing as well.
- Strictly from the conversation — it never fills gaps with guesses
- Read-only: nothing is saved and the customer sees nothing
- The customer line comes from the CRM, never treated as evidence
A Pro customer reports a cracked frame three months after purchase and has sent photos. She wants to know if the warranty covers it; nobody has answered yet.
- Customer
- Lucía Ferrari · Northwind Pro member since 2023
- Issue
- Crack near the seat post on a Trail 29 frame bought in June
- Tried
- Sent photos; asked whether it is covered
- Status
- Waiting on our reply · no decision given yet
- Next step
- Confirm cover and request the order number
02Field suggestions
Triage fields, proposed.
Applied by a person.
Copilot reads the conversation and proposes a priority, a type and tags, with a one-line reason. Each proposal shows the value it would replace; a teammate applies the ones that are right and can undo any of them afterwards.
- Tags chosen only from your own tag list — never invented
- When it isn’t sure, it leaves the field alone
- Every applied change can be undone
Why: a defect report on a frame within its warranty period, from a customer who is waiting on an answer.
- PriorityNormalHighApply
- TypeQuestionProblemAppliedUndo
- Tags+ warranty+ frameApply
Tags come only from your own tag list. When Copilot isn’t sure, it leaves a field alone.
03Customer context
It knows the customer.
Only what it should.
Copilot reads the same governed customer view as your AI agent — name, company, tier, VIP standing and earlier conversations — minus anything flagged as personal data or kept internal. It sets the tone of a draft; it is never quoted back to the customer as a source.
- Consent- and personal-data-filtered before the model sees it
- A ticket outside your team is outside Copilot’s reach too
- A restricted customer arrives as an instruction, not a profile
Copilot may read
- NameLucía Ferrari
- Company & tierRidgeline Cycles · Pro
- StandingVIP
- History4 earlier conversations
- Staff-only fieldPrefers a call back
Never reaches the model
- Fields flagged as personal data
- Internal-only fields
- Tickets outside your team
When processing is restricted for a customer, Copilot receives an instruction not to personalise — not their profile.
04Everything in the box
Built for the person on the ticket.
Not instead of them.
- Thread summaryAn overview plus customer, issue, what was tried, status and next step.
- Cited reply draftsGrounded in resolved tickets and knowledge-base articles, marked [1], [2].
- Cited versus retrievedSources the draft used are shown apart from those it only looked at.
- Honest when unsureNo matching source means a holding reply and a clear “ungrounded” warning.
- Inserted, never sentDrafts land at your cursor without replacing what you typed.
- Priority, type & tagsProposed with a reason, applied one by one, undoable afterwards.
- Governed customer contextThe same filtered CRM view the AI agent reads, plus staff-only fields.
- Team boundariesCopilot reads only tickets — and customers — the person can already open.
- Hand a turn to the AI agentRun the agent on a ticket; your autonomy policy decides what it may do alone.
05Straight answers
What teams ask
before they turn it on.
Does Copilot ever reply to a customer by itself?
Where do the drafts come from?
Can Copilot rewrite the tone of a reply or translate it?
What customer data does it see?
Will it change ticket fields without asking?
Is our data used to train models?
Put it in front of
real customers.
We’re onboarding a small group of teams ready to run their support on Callario’s AI — and to tell us where it breaks. Bring your real conversations; we’ll bring the platform and the people who build it.
- No training on your data
- English and Arabic
- Human takeover, any time
What design partners get
- The whole platform, set up with youAI agent, copilot, workflows, inbox and knowledge — configured around your real conversations.
- A direct line to the buildersTalk to the people who write the code, not a support queue.
- A say in what ships nextYour feedback shapes the roadmap, week by week.