The Support screen in the sidebar (right before Settings) is the channel for opening and following tickets with your provider’s team — the company that operates the Platform. It’s different from your own agency’s internal tickets about your customers (Manual 20 · Tickets, and their summary from a contact’s record in Manual 27 · Marketing and contacts): here you’re not talking to your own team about a customer, you’re talking directly to the platform.
What Support isThe Support screen in the sidebar (right before Settings) is the channel for opening and following tickets with your provider's team — the company that operates the Platform.
Procedure: create a support ticketRequirements: administrator role.
Ticket statusesNote — Of all those statuses, closing is the only one you can change Open, In progress, Waiting on you and Resolved are moved by your provider's team as they work your case.
Procedure: the thread, replying, and closingOpening a ticket (by tapping its row) opens its drawer with the Description you wrote when creating it and a Conversation section: the two-way thread with your provider's team, whe
The notices you receiveAs the ticket's creator, you get notified — always via the bell and also by email, according to your personal preference in Settings → Notifications (Manual 26 · Settings) — with a
Automatic escalations from the AI agentWhen one of your AI agent's escalation rules fires the "Create ticket" action (Manual 23 · AI agents), the resulting ticket also shows up listed here, in Support, alongside the one
What the copilot isThe copilot is the assistant that can take you to a screen, highlight where everything is and, if you ask it to, fill in and save on your behalf.
Turning on the copilot for a channelGo into Channels and find (or create) your Copilot Assistant-type channel (manual 24, section 12) — it's its own channel type, with its own plan limit (manual 62).
Turning on actions and choosing an audienceWith the manifest approved, the list of "Actions" it declares appears below: one card per button that saves, sends or deletes something.
"I'll guide you" or "let's do it together"When someone asks for something the copilot can do, the assistant asks how they'd rather proceed:
Case 1 — creating a lead with the copilotOpen the "Assistant" panel (top-right button).
Case 2 — connecting WhatsApp up to the external stepConnecting a real WhatsApp channel has a stretch that happens outside the Platform (the messaging provider's own window).
What you can ask it in Agents and ChannelsCoverage added after cases 1 and 2: the exact detail of what the assistant really fills in on these two settings screens, and what it only points to.
What you can ask it in Team, Settings, Knowledge and DocumentsInvite someone new: email (it fills it in), role and departments (it points them out to you), and presses "Send invitation".
The copilot's timeline inside a conversationInside each conversation in the inbox, if the copilot acted on it, a "Copilot" block appears with what happened, in the same order it happened:
What happens if it failsIf the copilot saved a plan's result but, because of some one-off failure, the assistant never got to reply in that conversation, you'll get a bell and email notification:
What the copilot never doesIt never goes beyond the manifest. If something isn't declared as a screen, field or action, it doesn't exist for the copilot — it never improvises a button or a screen you didn't give it.
Transparency about the AIEvery copilot proposal is made by the AI, but you're the one who runs it: the confirmation dialog itself makes clear the assistant prepared the step and the click is yours.
Frequently asked questionsCan I turn on the copilot and leave every action turned off?