Talkdesk Copilot™ allows Administrators to customize how knowledge is accessed and generated, maximizing operational efficiency and control over the agent experience. Through AI Launchpad, knowledge behavior can be defined at a global, account-wide level or tailored for specific routing flows.
You can access these controls by navigating to AI Launchpad and selecting the Knowledge tile.
Configuration Levels: Global vs. Per-Flow
To support both standardized operations and specialized queue requirements, knowledge settings can be applied at two levels:
1. Global Configuration (Account-Wide)
Global properties establish the default behavior for Copilot Knowledge across your entire operation. Any settings applied here will cascade down to all operational flows.
Best Practice: Set your Global Configuration to match the needs of your standard, highest-volume support tiers.
2. Per-Flow Configuration
For specialized workflows, such as a dedicated IT Helpdesk or a high-touch VIP Sales queue, you can configure settings per specific flow.
Inside AI Launchpad, navigate to the specific flow you wish to configure and add the Knowledge Settings tab of a specific flow to override the global defaults.
By customizing behavior at the flow level, the global properties are disabled for that specific queue.
Interaction States: During vs. Outside Interactions
Copilot Knowledge settings are divided into two tabs to better address specific agent needs when in a customer interaction and when performing post-call duties:
- During Interactions: Controls the AI behavior while an agent is actively engaged in a live call or digital interaction. This state includes access to real-time, context-aware features.
- Outside Interactions: Controls the behavior when an agent is in an idle state or working on post-call wrap-up. Real-time contextual features are disabled by default in this state.
Detailed Settings Breakdown
Below is a glossary of the toggles and controls available in the Knowledge settings menu:
Core Knowledge Settings
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Copilot Knowledge (Master Toggle): Enables or disables all knowledge presentation features.
- Important Note: If this toggle is turned OFF, users cannot search for knowledge, view proactive suggestions, or access their Bookmarks.
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Automatic Recommendations: Enables proactive, real-time knowledge suggestions based on the live conversation.
- Availability: Only available During Interactions.
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Search Rigor: Controls the strictness of the search algorithm (applies to all search modes).
- Low: Casts a wider net, potentially returning more results with lower confidence scores.
- Default: The recommended balance of strictness and volume.
- High: Stricter search parameters, returning fewer but highly targeted results.
Generative AI Controls
This section governs the Retrieval-Augmented Generation (RAG) capabilities of Copilot. It requires the master Generative AI toggle to be turned ON.
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Generative AI answers: When enabled, manual searches will utilize RAG to generate a concise, conversational AI Answer at the top of the search results.
- Impact: If turned OFF, manual searches will only return standard, traditional search results without an AI Answer.
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"Help me answer" during interactions: Enables the "Help Me Answer" button in the agent UI, allowing agents to request on-demand, context-driven AI assistance based on the real-time transcript.
- Availability: Only available During Interactions. If turned OFF, the button is hidden from the agent Workspace.
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Verbosity Control: Dictates the length and detail of the AI-generated responses.
- Options: Low, Medium, High.
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Language Control: Determines the language used for generated questions and search responses.
- Options: Automatic (Copilot detects the interaction language) or a Specific Language selection (e.g., Portuguese) to force output in a designated language.