Copilot for Support Agents (Any Platform)

How it Works

Keep's Smart Assist mode analyzes the ticket you're currently looking at to generate intelligent suggestions to move the ticket forward.

Suggestions can include:

1. Draft Answers: Editable responses that are likely to resolve the ticket.

2. Quick Links: Relevant sources for the ticket, such as docs, previous support tickets, and Slack threads.

3. Summaries & To-Do's: Summaries of long conversations and actionable remaining to-dos.

4. Other: Quick replies, sentiment analysis, and other helpful insights.

Keep is fully conversational - you can ask for clarifications or even request modifications to suggested answers.

Add Private Sources

The Support Copilot can leverage your private content, like Slack conversations in internal channels and historical support tickets, in addition to your public docs and help center content.

Contact us to set up a separate project with those sources.

Generate an API Key

First, lets get an Inkeep API key for the copilot:

1. Go to the Inkeep Dashboard
2. Select your project under Projects
3. Navigate to the Integrations tab
4. Click on Create integration
5. Select Support Copilot
6. Give it a name like "Support Copilot"
7. Click on Create
8. Copy the generated API key, which we'll refer to as the Copilot API key

Install the Chrome Extension

1. Open your Chrome or Chromium-based browser.

2. Go to the Chrome Web Store Listing.

3. Click Add to Chrome, then Add extension.

4. Click on the Inkeep icon in your browser toolbar to launch it.

5. Enter Your Name.

6. Enter your Copilot API Key from the previous step.

7. Click Save.

8. Visit a supported page and click on Smart Assist to start using Keep.

9. Pin the extension to the toolbar for easy access by right-clicking the extension (puzzle) icon and selecting Pin.

10. To close the copilot, click on the X in the top right

Install using Arc

1. Open your Arc browser.

2. Go to the Chrome Web Store Listing.

3. Click Add to Chrome, then Add extension.

4. Click the puzzle piece icon in the Arc sidebar and find the Keep extension.

5. Pin the extension for easier access.

6. Click the pinned Keep icon to launch the copilot. It will open as a new tab named "Inkeep Support Copilot". (Note: It may take a couple of seconds on first launch.)

7. Enter your Copilot API Key from the previous step.

8. While on your current tab, option-click (⌥-click) for MacOS or Alt-click on Windows, on the Copilot tab to open it in a split view.

9. Click Smart Assist to start using Keep.

Compatibility

Currently, the Chrome Extension works on:

• Salesforce
• GitHub Issues
• Plain

To request support for additional platforms, just ask support@inkeep.com. We can quickly add support.

Example Usage

To use Keep with a GitHub issue:

1. Open a GitHub issue in a given tab.
2. Launch the extension.
3. Click on Smart Assist.

Turn Tickets into FAQs

1. Open your resolved support ticket.

2. In the Keep interface, click Ticket into FAQ.

3. Review the generated FAQ:

   • Check the auto-generated FAQ items
   • Use the copilot chat to request any needed changes
   • Click Save to KB when ready

4. Access your FAQs:

   • Visit the Inkeep Dashboard
   • Select your Copilot's Project
   • Open the Tuning FAQs tab
   • Manage your FAQs (edit, create, enable, or disable)