It doesn't know your rules
A general chatbot answers from what it learned on the internet, not from your refund policy or your setup steps.
Desk · AI Copilot
An AI support copilot that drafts from your own SOPs.
The AI Copilot is Flaxxa Desk's assistant for agents. On any ticket it drafts a reply from the conversation, the SOPs that match it and your knowledge base, in the tone you set, and it can summarise a long thread in a few lines. The agent decides what is sent.
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desk.flaxxa.com / ai-copilot
JM
HighOrder #18429 — refund request
Jane Mehta · [email protected] · 2m ago
AI suggestion
Hi Jane, your refund for order #18429 was processed on March 12 and should arrive in 3–5 business days. You'll see "RFND-18429" on your statement. Let me know if you don't see it by Friday.
SOP: Refund Policy v3 Order #18429
Agent reviews before sendingSLA: 4h to resolve
- And knowledge base, as context
- Your SOPs
- Per department
- Your tone
- Of long threads
- Summaries
- Every reply
- Agent sends
01 / 04
Why don't generic AI replies work for support?
One wrong answer costs a lot
A confident reply that promises the wrong thing creates a second ticket and an unhappy customer.
Agents stop using it
If every draft needs rewriting, it's quicker to type. AI only helps when it starts from your own content.
02 / 04
How does the AI Copilot draft a reply?
Give it your knowledge
Write SOPs with trigger keywords, publish knowledge base articles and upload documents as knowledge sources. Desk indexes them for search.
Agent asks for a draft
On a ticket, the agent clicks for a suggestion. The Copilot reads the recent messages and finds the SOPs that match and the closest knowledge passages.
Draft in your tone
It writes a reply using that context and your AI voice profile, and puts it in the agent's reply box.
Agent reviews and sends
The agent edits, sends or discards the draft. Desk records which, so you can see how often drafts are used as they are.
03 / 04
What can the AI Copilot do?
Help for agents, built on your own content.
Reply drafts
A suggested reply built from the thread, matching SOPs and the closest knowledge passages.
Thread summaries
The key issue, what has been done, the current status and anything unresolved, in under 200 words.
SOP library
Procedures with trigger keywords; the ones that match a ticket are given to the Copilot first.
Knowledge sources
PDF, Word, Markdown and text uploads, indexed alongside your published articles.
AI voice profiles
Tone and signature for the workspace, with per-department overrides.
Draft outcomes
Used, edited or discarded, recorded per draft and per department.
AI readiness check
Shows whether the workspace has the SOPs and articles the Copilot needs to be useful.
Pay as you use
Each draft and summary uses Flaxxa AI credits; nothing is charged when agents don't use it.
04 / 04
What changes for the support team?
Less typing, same judgement.
A head start on every reply
Agents edit a draft built from your procedures instead of starting from a blank box.
Hand-overs in seconds
A summary tells the next agent what happened without reading the whole thread.
Better content, better drafts
Writing an SOP or article improves the drafts too, so the knowledge base gets kept up.
Keep exploring
More Desk capabilities
Knowledge Base
Knowledge base software for support: publish help articles in categories, collect helpful votes, and let the AI Copilot draft from the same articles.
Canned Responses + Macros
Save replies to common questions as canned responses, personal or shared, and run scenarios: one-click macros that set status, priority, assignee and tags.
Ticket Management
A ticket management system with statuses, priorities, custom fields, shared views, notes, merge, bulk actions, time tracking and live collision detection.
FAQ
AI Copilot: common questions
It drafts a reply to the ticket you're on and summarises long threads. The draft is built from the recent messages, the SOPs whose trigger keywords match the ticket and the closest passages from your knowledge base and uploaded documents.
Get started in minutes
Try Flaxxa Desk free.
Spin up a workspace and put AI Copilot through its paces.
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