Copilot in Intercom: what does this AI read, and can you turn it off?

All editions

What the AI does

Reply “Copilot gives every support agent a personal AI assistant so they can work smarter, faster, and deliver truly remarkable customer experiences.” “Copilot can help you to find answers to your customer questions and guide you on how to handle them.” [3] dated copy

Model

Not yet verified

What it reads

Two vendor statements

• Documents “create an internal article (not for your Intercom Help Center) and make this available to Fin or Copilot” [1]
• Documents, Tickets, Other data “With Copilot seamlessly integrated into your inbox, you can get instant, accurate and contextually relevant answers sourced from your team's conversation history, internal articles, public articles, macros, and external content.” [3]

dated copy

Where the data goes

Not yet verified

Trains on your data

Not yet verified

On by default

Yes “All full-seat teammates have access to Copilot with usage included up to 10 conversations per month.” [2] dated copy

Can be turned off

Not yet verified

Billing

Included in the license “All full-seat teammates have access to Copilot with usage included up to 10 conversations per month.” “usage included up to 10 conversations per month.” “All teammates can use Copilot in up to 10 conversations or tickets per month at no additional cost.” “included usage for each teammate is 10 conversations per month” [2] dated copy

Feature type

Not yet verified

Frameworks the catalog links to it

Not yet verified