We’ve noticed that Copilot currently responds to all content in a customer-facing tone. While this works well for external Help Center articles, it becomes confusing when referencing internal workflows or support processes that are not meant to be customer-facing.
We’d like to request the ability for internal-only articles and SOPs to be surfaced in a non-customer-facing tone. This would allow internal guidance and “how-to” documentation to be presented in a way that is clearer and more actionable for agents, rather than framed as if it’s addressing a customer.