Your agents get AI help right inside a conversation: Juno answers their questions about the conversation and your knowledge base, Generate reply drafts an answer, the AI menu rewrites a draft, Summarize with AI writes a summary note and Suggest tags proposes tags. These helpers work whether or not the AI assistant answers your customers, and nothing they produce reaches the customer until an agent sends it.
Which model they use
The helpers run on the Answer generation list in Admin > AI > Providers, just like the assistant: our models (the cloud AI of your plan or our free model), or your own provider once you put it first (see AI providers and your own model). On the cloud AI of your plan they use the same monthly budget as the assistant; with your own provider, the tokens they use are billed to you.
Custom instructions in the Completion form under Gateway connection on the same page are added to Juno and to Generate reply, which makes them the place for house rules on tone and format for agents' drafts. They do not affect the assistant's replies to customers, rewrites, summaries or tag suggestions.
What the helpers read
Juno, Generate reply, the summary and tag suggestions see the last 50 messages exchanged with the customer in the conversation. Private notes are left out, so what colleagues wrote to each other does not reach them.
Juno, the copilot
Juno is a tab in the right sidebar of every conversation, next to Details. Ask it anything about the conversation: what the customer wants, what was already tried, what your knowledge base says about it. Two starter questions are ready: "Summarize this conversation" and "What is the customer asking?".
Juno searches your knowledge base before answering questions about your products and policies, and says so when the knowledge base has nothing. It can also look at the customer's history: their other conversations, conversations found by an email address, a conversation by its reference number, and contacts found by email (for agents with the View contact details permission). It only sees conversations the agent is allowed to open.
Under each answer you can Copy it, Insert into reply to put it in the reply box in place of what is there and continue editing, or Add as private note for your colleagues. The chat with Juno is kept per conversation and per agent; Clear chat starts over.
At the top of the panel you can pick one of your assistants instead of the default Juno. Juno then takes that assistant's tone, reply length, languages, description and instructions, while keeping its own tools and rules. The choice is remembered in your browser. The name Juno is fixed and cannot be changed.
Generate reply
The Generate reply button (the sparkles icon in the reply box) drafts an answer to the customer. Write in the reply box what you want to say, even in a few words such as "refund approved, 3 to 5 days", and press the button: the draft replaces the text in the box, ready for you to edit and send. With an empty box, the draft answers the conversation as it stands.
The draft is written in the first person, as you, from the knowledge base and the conversation, and it may check how a similar issue of the same customer was handled before. It never offers to pass the customer on, since you are already handling the conversation. The button is available for replies, not for private notes.
Rewriting a draft
The AI menu in the reply box toolbar rewrites the text you have written; the model is told to keep its links and formatting. The default actions are Make Friendly, Make Concise, Add Empathy, Adjust Positive Tone, Make Professional and Fix Grammar & Spelling.
Administrators manage this list in Admin > AI > Editor prompts: New editor prompt adds an action with a Title (what agents see in the menu) and Content (the instruction, for example "Rewrite the text in a warm, friendly tone while keeping the original meaning."). Actions can also be edited or deleted there.
Conversation summary
Summarize with AI in the More actions menu (the three dots at the top of a conversation) writes a short summary for a colleague who takes over: the customer's issue, key details, what has been answered or tried and what is next. It is added to the conversation as a private note titled "AI summary", in the language your agents use in that conversation.
The menu item is shown to agents who are allowed to add private notes. A conversation without messages cannot be summarized.
Tag suggestions
Under the tags field on the Details tab, Suggest tags proposes up to three tags that fit the conversation. They come only from your existing tag list, and nothing is applied until you click a suggestion to add it. If no tags exist yet, create them first (see Macros, tags, SLA and business hours).
Tools in Juno and Generate reply
Your custom tools can work for agents too: switch on Available in Copilot or Available in Generate Reply in the tool's settings. With Require agent approval on, the tool stops before it runs and the agent sees Review tool request with the arguments, then chooses Approve and run or Reject. No code is asked from the customer in this case, because an agent is in charge. Details in Custom tools.