Plan requirement
| Subscription | Any plan |
| Also required | Copilot |
| Access | Admin |
Copilot is one purchase covering several features. Knowing which ones prevents both underuse and surprise.
What comes with it
- Agent copilot: suggested replies, summaries, tone and expansion while writing.
- Auto assist: the agent works through procedures you have written, approving each step.
- Intelligent triage: topic, language and sentiment on incoming tickets.
- Admin copilot: help with configuration work.
- Generative features in the Help Center, including generated search answers and help with writing articles.
What it is not
AI agents. Those come with every Suite and Support plan and are billed by automated resolution, so they are a separate line of thinking entirely.
Nor is it AI agents - Advanced, which adds capability to the AI agents rather than to your staff.
Priced per agent
Copilot is bought per agent seat, at a published list price of €50 per agent per month on an annual plan. Which agents have it is your decision, and it does not have to be everybody.
The part that gets forgotten
Triage. It arrives with the add-on, needs no per-agent adoption, and improves routing and reporting for the whole team. Companies that buy Copilot for suggested replies and never switch on triage leave most of the value on the table.
Check what is actually enabled
Owning the add-on and having the features on are different states. Go through the AI settings once and confirm each item is on and scoped where you want it.
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