A thoughtful start.
A confident next step.

Start with company identities, authorized team members, the client entry point and the categories you want to support. An administrator provisions access; submitting an inquiry does not create a workspace.

1. Agree the company organization ID and team roles.
2. Choose who can see and reply to each request.
3. Run a sample request from submission through reply.

Write clear, reviewed instructions and assign each article to its company. Legacy unassigned articles remain visible to the platform owner but are excluded from retrieval until assigned.

1. Describe the symptom and verified steps.
2. Mark internal material as internal-only.
3. Only approve client-safe instructions for reply drafting.

Copilot provides summaries, drafts, suggested triage and source-assisted next steps. It can be wrong or lack relevant context; employees review before acting.

1. Open an authorized ticket and choose an action.
2. Review the suggested answer and cited sources.
3. Edit and send replies yourself; AI does not send them.

A connector needs more than credentials. Agree the data and visibility rules with the software team and test a complete customer journey.

1. Confirm sandbox access, stable ticket IDs and company mapping.
2. Agree reply visibility, retry and duplicate behavior.
3. Test both the customer entry point and employee workspace.

Create company-scoped saved replies in Workspace settings. These are reusable text templates, not automatic responses.

1. Create a short descriptive title and response text.
2. Insert the template from the ticket composer.
3. Personalize it and check facts before sending.