How do I customize the copilot's behavior and response style?

Click the gear icon next to 'AI Copilot' in the panel header to open Copilot Settings. You can customize the greeting, closing, system prompt, AI model, and context size. The system prompt controls how the copilot drafts responses - you can instruct it to match your tone, include specific information, or follow particular formatting rules.

How do I open Copilot Settings?

Click the gear icon next to 'AI Copilot' in the panel header. The Copilot Settings dialog opens with the greeting, closing, system prompt, and an expandable Advanced section for the model and context size.

What does the system prompt control?

The system prompt is the set of instructions that guides how the copilot drafts every reply - its tone, formatting, and rules such as using knowledge base content as the source of truth and declining unrelated questions. You can customize it up to 6,000 characters, and Reset to Default fills the editor with the built-in reset text and resets the greeting and closing. Click Save to apply the changes.

How do I change the greeting and closing of suggested replies?

Set the greeting and closing fields in Copilot Settings. Use [name] in the greeting as a placeholder for the sender's name, and replace the closing placeholder with your own name or team name so every suggestion is ready to send.

Does the AI model or context size affect credit cost?

The model and context size affect generation and the estimate shown in the interface. The current credit recording differs from that estimate; see Limits, Credits and Retention before using it to forecast usage.

Configuring Copilot Behavior - ChatLab Help Center

Copilot Settings control the style and model used to draft email replies. First connect your account and select your chatbot. Open Email Copilot, then open an email and click the gear icon next to AI Copilot. The settings control is available to users with full access to the bot.

Greeting

The opening line the copilot adds to every suggested response. Default: Hi [name],

Use [name] to ask the AI to address the sender by name. Review the generated greeting before sending.

Closing

The sign-off appended to every suggestion. By default it spans two lines:

Best regards,
[Your Name]

Replace the [Your Name] placeholder with your actual name or team name, for example Best regards, ChatLab Support. Review the resulting sign-off along with the rest of the draft before sending.

System Prompt

Instructions that guide how the copilot drafts responses. The stored prompt can differ from the text filled by Reset to Default. Read it before changing it. Useful instructions include:

Draft professional, concise replies in plain text
Use knowledge base content as the source of truth
Match the sender's tone and formality
Not invent facts beyond what the knowledge base contains
Decline unrelated questions politely
Append source URLs when knowledge base content is used

You can customize this prompt up to 6,000 characters. Click Reset to Default to fill the prompt with the dialog's built-in reset text and reset both greeting and closing. This does not restore an earlier custom prompt or change the selected model and context size. Review the fields and click Save to apply.

Advanced settings

Expand the Advanced section to configure:

Model - select the AI model used for email suggestions. This setting is separate from the chatbot's conversation model.
Context Size - how much knowledge base context to include with each suggestion. Options:
- 8,000 tokens (default)
- 16,000 tokens
- 32,000 tokens

A larger context size permits more knowledge context; it does not guarantee a better answer. See Limits, credits and retention for recorded credit usage.

Click Save, reopen the settings to confirm your choices, and review a suggestion on another email to check the new behavior. Existing drafts do not change automatically.

Configuring Copilot Behavior

Greeting

Closing

System Prompt

Advanced settings

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