This article explains how Hugo Copilot helps support agents handle complex conversations directly from the Crisp Inbox.

Hugo Copilot is an internal AI assistant built for customer support operators. It helps your team understand customer requests, use available context, draft better answers, and prepare handovers while keeping the final response under human control.

Unlike Hugo AI Agent, Copilot does not answer customers automatically. It supports agents while they work inside a conversation.

In this guide, you will learn how to:

• Understand what Hugo Copilot does → see how it helps agents during conversations
• Open Copilot from a conversation → access Copilot from the Inbox editor
• Control conversation context → decide what Copilot should use before answering
• Ask Copilot for help → use natural language to investigate complex requests
• Draft replies with Copilot → prepare answers before adding them to the composer
• Prepare handovers → generate internal notes for teammates
• Review sources and tools → understand what Copilot used to generate its answer
• Use Copilot in the right situations → know when it brings the most value

What is Hugo Copilot

Hugo Copilot is an internal AI assistant available inside Crisp conversations.

It helps operators work through complex support cases by using the current conversation context, customer information, internal knowledge, and other available data sources.

With Hugo Copilot, agents can for example:

• Ask questions about the current conversation
• Understand what happened before replying
• Find relevant information from internal or external sources
• Prepare a customer-ready answer
• Rephrase or improve a draft
• Generate a handover note for another teammate
• Add files as extra context when needed

Copilot is only visible to operators. Customers do not see what Copilot writes unless an agent decides to add the answer to the composer and send it manually.

Open Copilot from a conversation

To use Copilot, open a conversation from the Inbox.

From the message editor, click Copilot in the upper-right area of the editor.

Copilot opens next to the conversation, so you can keep the customer message, conversation history, and customer context visible while asking for help.

You can also expand or collapse the Copilot panel depending on how much space you need while working on the case.

Control conversation context

By default, Copilot can use the current conversation context to help you understand the request and prepare a better answer.

This is useful when the customer has already shared details, screenshots, previous replies, or internal notes are available in the thread.

From the Copilot settings, you can also:

• Reload → refresh the context Copilot uses if the conversation or customer information has changed
• Disable conversation context → ask Copilot a more general question without using the current conversation as context
• Add file → provide extra context when a document, screenshot, or file is needed

This gives agents more control over what Copilot should rely on before generating an answer.

Ask Copilot for help

You can ask Copilot questions in natural language.

Copilot is especially useful when the request is not simple enough to answer immediately, or when the agent needs to understand the customer’s situation before replying.

Good examples include:

• “What is the customer asking for?”
• “What information is missing before I can answer?”
• “Find the best answer for this billing issue.”
• “Summarize the conversation and suggest the next step.”
• “Explain what sources support this answer.”

Copilot can use internal and external data sources depending on what is available in your workspace.

This makes it useful for complex support conversations where the agent needs to connect several pieces of context before answering.

Draft replies with Copilot

You can use Copilot to prepare a reply for the customer.

The fastest way is to use the /draft command.

The /draft command asks Copilot to generate a draft answer based on the current conversation and the context available.

You can also add optional instructions to guide the draft.

For example:

• /draft answer in a concise and friendly tone
• /draft explain the next steps clearly
• /draft ask for the missing billing information

Once the draft is generated, you can review it, adjust it, and decide what to do next.

Copilot can help you:

• Rephrase the answer
• Change the tone
• Edit the draft
• Add the response to the composer

When the answer looks good, click Add to composer. The message is added to the editor, where the agent can review and send it manually.

Prepare handovers with Copilot

You can also use Copilot to prepare a handover when a conversation needs to be transferred to another teammate.

The fastest way is to use the /handover command.

The /handover command asks Copilot to generate a handover brief based on the current conversation and the context available.

You can also add optional instructions to guide the handover.

For example:

• /handover summarize the issue for the technical team
• /handover list what has already been checked
• /handover explain what the next teammate should do next

Once the handover is generated, you can review it, adjust it, and decide what to do next.

Copilot can help you:

• Rephrase the handover
• Change the tone
• Edit the note
• Add the handover as a private note

A good handover can include:

• What the customer asked
• What has already been done
• What information is missing
• What the next teammate should check
• What action should happen next

When the handover looks good, add it as a private note. It stays internal to your team and is not visible to the customer.

Review sources and tools

When Copilot generates an answer, it can show the sources and AI tools used to produce the response.

This helps agents understand where the answer comes from before using it.

Before sending a Copilot-assisted answer, check:

• Whether the sources are relevant
• Whether the answer matches the customer’s context
• Whether important details are missing
• Whether the tone is appropriate
• Whether the response should be edited before sending

Sources are especially useful when Copilot relies on internal knowledge, help articles, or other available data to answer a complex question.

Hugo Copilot vs Hugo AI Agent

Hugo Copilot and Hugo AI Agent are both AI features, but they are used in different ways.

Hugo Copilot

Copilot is an internal assistant for operators.

It helps agents understand, draft, summarize, and prepare responses while they stay in control of the final message.

Copilot can use the conversation context because the output remains private until the agent chooses to use it.

Hugo AI Agent

Hugo AI Agent is an automation layer that can handle customer conversations without an operator writing every answer.

It answers, routes, escalates, or triggers workflows based on the setup defined by your team.

Because Hugo AI Agent can interact directly with customers, its training and instructions should be carefully controlled.

Best practices

Copilot is most useful when the conversation needs context, judgment, or careful wording.

Use Copilot for complex requests

Copilot is a good fit when the agent needs help understanding the situation before replying.

For simple questions, a shortcut reply or knowledge base article may be faster.

Keep the final answer under human review

Always read the draft before sending it.

Check that the answer is accurate, clear, and adapted to the customer’s situation.

Use files when context is missing

If the answer depends on a screenshot, document, or extra information, add the file to Copilot before asking your question.

This helps Copilot generate a more relevant answer.

Disable context when needed

If you want to ask a general question that should not rely on the current conversation, disable conversation context first.

This avoids mixing the customer’s current case with a broader support question.

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

Can customers see what Copilot writes?

No. Copilot is internal and only visible to operators. Customers only see a message if an agent adds it to the composer and sends it manually.

Does Copilot send messages automatically?

No. Copilot can prepare a draft, but the agent must review it and send it manually.

Who can use Hugo Copilot?

Hugo Copilot is available to agents on workspaces using Crisp Essentials or Crisp Plus.

Updated on: 23/06/2026