Copilot for Support Agents (Any Platform)

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How it Works

Keep's Smart Assist analyzes the current ticket along with your public and private content to generate intelligent suggestions that help move the ticket forward.

Suggestions can include:

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

2. Quick Links: The most 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 - support agents can ask for clarifications or even request modifications to suggested answers.

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Add Private Sources

The Support Copilot can leverage your public content like docs and help center content just like your customer-facing bots. It can also leverage private content, like Slack conversations in internal channels and historical support tickets.

If you'd like to use your Support Copilot with private sources, ask the Inkeep team to set up a seperate project with those sources. You can get started with the copilot in your public project and set this up later.

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Generate an API Key

To get started with the Support Copilot, get an API key:

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

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Install using Chrome Extension

1. Access Chrome: Open your Chrome or Chromium-based browser.

2. Install the Extension: Go to the Chrome Web Store Listing.

3. Add to Chrome: Click Add to Chrome, then Continue to install, and finally Add extension to install the extension.

4. Launch the Extension: Click on the extension icon in your toolbar to launch it.

5. Set Integration Key: Set the Integration Key to the Chrome Extension Support Copilot API key that you generated previously.

6. Enable Keep: Visit a supported page and click on Smart Assist to start using Keep.

7. Pin App: Pin the extension to the toolbar for easy access by right-clicking the extension icon and selecting “Pin”.

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Install using Arc

1. Access Arc: Open your Arc browser.

2. Install the Extension: Go to the Chrome Web Store Listing.

3. Add to Arc: Click Add to Chrome, then Add extension to install it in Arc.

4. Pin the Extension: Click the puzzle piece icon in the Arc sidebar, find the Keep extension, and pin it for easier access.

5. Launch Copilot: Click the pinned Keep icon. It will open as a new tab named “Inkeep Support Copilot”. (Note: It may take a couple of seconds on first launch.)

6. Set Integration Key: In the Copilot tab, set the Integration Key to the Chrome Extension Support Copilot API key that you generated previously.

7. Use Split View: While on your current tab, option-click (alt-click on Windows) on the Copilot tab to open it in split view.

8. Start Using: You can now use the Copilot side by side with your current tab. Click on Smart Assist to begin.

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Compatability

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.

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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.

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Turn Tickets into FAQs

Keep allows you to improve future AI responses by drafting FAQs from resolved support tickets.

1. Open a Resolved Ticket: Navigate to a resolved support ticket in your system.

2. Generate FAQ: In the Keep interface, click on Ticket into FAQ to have Keep generate an FAQ.

3. Review and Save:

   • Review the generated FAQ items.
   • Chat with the copilot to request modifications as needed.
   • Click Save to KB when satisfied.

4. Manage FAQs:

   • Go to the Inkeep Dashboard
   • Navigate to the Project with your Copilot
   • Click on the Tuning FAQs tab to view all FAQs for that project
   • From here, you can edit, create, and enable or disable FAQs.