Use AI to help your support team

This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

What you can do

Draft replies, summarize conversations and research an answer before a person sends it. Where to find it: AI → Copilot; conversation AI tools

Open the conversation and read the customer’s question.

Choose the relevant AI assistance, such as drafting a reply or summarizing the history.

Inspect the suggested text and any sources. Correct names, dates and claims against the conversation or your knowledge articles.

Place the reviewed text in the reply composer and send it through the normal reply action.

For a wider internal question, open the research assistant, ask a specific question and inspect the accessible evidence returned with the answer.

Ask for a concise summary of a long conversation before handing it to a colleague; check that the requested next step is included.

An AI draft is not a sent message.
Private research only uses evidence you are allowed to access. It does not grant access to another inbox.
Do not use an unsupported answer as proof that a refund or other action happened.

Staff save writing and research time while retaining control of the message sent to the customer.

No useful answer: add accurate knowledge content or ask a narrower question.
Access or budget error: check the inbox grant and AI settings rather than repeatedly submitting.

Keep customer replies separate from internal discussion.

Turn a frequent question into a clear answer customers can use.

Let AI request allowed business actions and have the right person approve sensitive work.