Customer Support Copilot

The Customer Support Copilot is in Early Access. To request access, contact [email protected] or your account executive.

PixieBrix's Customer Support Copilot provides a Heads-Up Display (HUD) and Chat Interface to breeze through your toughest support cases.

Configuring a Customer Support Copilot

• Name: the name of the Customer Support Copilot

• Description: a description for the Customer Support Copilot

• System Prompt: additional instructions to pass to the AI. For example, context about your company, product lines, etc.

• Brand Guidelines: brand guidelines to follow when generating responses. For example, "Always be professional and empathetic".

Intents

Intents, also known as "call drivers", are the reason for contacting the brand. For example, "Upgrade Plan", "Password Reset", etc.

Intent Resources:

• Ticket Properties: properties/attributes to automatically extract from the ticket. For example: the name of the product the customer is inquiring about

• Article Links: links to internal/external articles

• Application Links: links to applications, e.g., product telemetry or error telemetry

• Response Templates: text response templates to insert into the conversation

• Chat Prompts: prompts to start a conversation in the AI Copilot

Extending the Customer Support Copilot

Registering Custom Ticket Providers

Ticket Providers provide tickets (also known as cases) and conversations to the Customer Support Copilot. To make a ticket available to the Customer Support Copilot, use the Upsert Customer Support Ticket Context brick:

• Id: the unique identifier for the ticket

• Name: A user-facing name/title for the ticket, e.g., '#123: Password Reset Request'

• URL: The URL to open the ticket in the support system, e.g., a Zendesk URL. If not provided, defaults to the current URL.

• Requester: The display name of the user who requested the ticket, e.g., email or username

• Comments: the array of comments/internal notes:

  • Author: The author display name, e.g., email or username

  • Created At: The ISO 8601 timestamp when the comment was created

  • Body: The body/content of the comment

  • Public (Optional): true if the comment is visible to the requester/customer, or false for internal notes. Defaults to Public if not provided

Registering Custom Search Providers

The Customer Support Copilot uses search providers to automatically search for links related to the ticket. To register a custom search providers, use the Add Support Copilot Search Provider brick:

• Name: the name of the search provider

• Parameters: the JSON Schema for the search provider parameters.

• Handle: The handler to run producing an array of search results (see type below). The validated arguments are provided to the handlers as @args

type SearchResult = {
  /** User-facing title of the search result */
  title: string;

  /** External URL of the search result */  
  url: string;
  
  /** Optional preview snippet */
  snippet?: string;
}