We currently handle all written customer communication in Intercom, but our phone support is handled through a separate telephony system that is not integrated with Intercom. Many of our customer advisors have started using Copilot, and both the advisors working in Intercom and those taking calls would like the ability to use Copilot without having to open a written conversation first.
There are many situations where an advisor needs to ask Copilot a question that is not related to an active customer conversation. It would therefore be extremely helpful to have:
- A dedicated place in Intercom to interact with Copilot,
- Or a stand‑alone Copilot window/app that stays open independently of which system the advisor is working in.
Our advisors often work across up to 16 different internal systems when assisting customers, and we rely heavily on internal routines for each system. Before asking a colleague, many would prefer to ask Copilot to save time—if only it were more easily accessible.
A separate, persistent Copilot window would greatly improve workflow efficiency and make Copilot more useful across all parts of our support operation.