The AI copilot for support agents.

An AI copilot for support agents is an assistant that works for the teammate handling a ticket, not for the customer. Kai Copilot in Gleap drafts replies, finds similar past tickets, summarizes the ticket's history and suggests the help center article to link. The teammate reviews, edits and sends.

Click the Ask Kai Copilot tab in the composer, pick a conversation starter such as Draft a reply or type your own request, and send. The copilot answers in a private thread inside the ticket and stages any draft in the Reply composer. Mentioning @Kai Copilot in the composer does the same.

The ticket and customer context that is already loaded, one to three similar resolved tickets it finds in your workspace, and the help center article that covers the topic. The draft is written in the customer's language and opens with their first name. The reply in the thread names the ticket IDs and article it reused.

No. Staging a draft sends nothing to the customer. The draft lands in the Reply composer, your teammate edits it and clicks Send. The copilot's write tools, including send_message, are disabled in its template.

Kai answers customers directly in chat, email and the help center. Kai Resolve investigates hard tickets and returns a verdict with evidence. Kai Copilot works for the teammate: research, summaries and drafts inside the ticket, never a message to the customer.

Yes. Kai Copilot summarizes the current issue, what the customer and your team have already tried, and what needs to happen next. A teammate can pick up the ticket without rereading every message.

A suggested greeting accepted with Tab, AI writer tools on selected text (expand, rephrase, more fun, more professional) guided by your custom prompt, and the Send menu with Send and translate, Send and close, Send and snooze, Send and archive and Schedule send.

Yes. Kai Copilot is a featured template in custom agents. Edit its instructions, tools and conversation starters, or create more internal agents. Each addressable agent appears in the composer's Ask tab with its own starters.

The Gleap tools for reading tickets, contacts, conversations, help center articles and statistics, plus web search for third-party documentation. All write tools are disabled by default. Internal data such as notes and customData may appear in its answers, because the thread is only visible to your team.

Every Gleap ticket has the composer, so Kai Copilot works on conversations from the widget, email, WhatsApp, Slack and other channels in the support platform. Send and translate covers the customer's language.

Yes. It searches your published knowledge base and uses the relevant content to draft an answer directly. Your team can check the cited source before sending. When the knowledge base does not cover the question, it says so.

Kai Copilot is a custom agent, included in Gleap Pro with unlimited seats. AI usage is billed separately through prepaid credits by tokens and model; Pro includes a 25% discount on AI tokens. See pricing.

Both draft replies for agents from past conversations and help content. In Gleap the copilot is a custom agent you can edit, seats are unlimited on Team and above, and AI usage is billed by tokens rather than per seat or per resolution. The Intercom alternative page compares the plans.

Kai Copilot is the teammate-facing part of the loop: Kai answers first, Kai Resolve investigates, Kai Copilot helps the person who takes over, and confirmed bugs become coding tasks for Kai Code. The mechanism is described on close the loop.