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Copilot mode is the “AI assists, you stay in control” setting. When it’s on, Cura reads the incoming customer message and writes a reply for you — but it never sends it. The draft lands in your Reply box, ready for you to read, tweak, and send with one click. Nothing goes to the customer until you approve it. It’s the perfect way to start: you get the speed of an AI that already knows your services and FAQs, without handing over the keys. As you see the drafts get good, you can flip to full Autopilot whenever you’re ready.

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Before you begin

  • Cura’s Mode is set for your whole workspace — one setting covers every channel and every conversation. (Per-channel controls are on the way, but today it’s one switch for all.)
  • Changing the Mode is a manager action. If you don’t see the control, ask an admin on your team.
  • Copilot mode needs something to draft from — a customer has to have sent a message first.
1

Turn on Copilot mode

Find the Mode control — it sits in the top bar next to your workspace name, and also on your AI Settings page. There are three choices:
  • Off — Cura is paused. Customers get no AI replies on any channel.
  • Copilot — Cura drafts replies for your team to review. Nothing sends without your approval.
  • Autopilot — Cura replies to customers automatically when it’s confident.
Pick Copilot.
The Off / Copilot / Autopilot mode picker in the Cura top bar
Copilot is now active for your whole workspace. Cura will start drafting instead of sending.
2

Wait for a customer message

When a customer writes in on any connected channel, Cura reads it and writes a reply in the background. A moment later, the draft appears pre-filled in the Reply box of that conversation in your Inbox — as editable text, exactly where you’d type your own answer.Above the box you’ll see small chips showing which Service or FAQ Cura drew on, so you can trust where the answer came from at a glance.
The draft is only ever placed in Reply — never in a Private Note. And it sits quietly in the Reply box until you act; the customer sees nothing yet.
3

Read and edit

Read the draft. If it’s good as-is, do nothing. If you want to change a word, a price, or the tone, just edit the text like any message — the moment you start typing, a small edited pill appears so you know you’ve changed it from Cura’s original.
If a customer sends a follow-up while you’re reading, Cura writes a fresh draft for the newer message and swaps it in. You’ll always be approving a reply to the latest thing they said.
4

Approve and send — or clear it

  • Send: click Send. The reply goes straight to the customer in their own channel, just like any message you write yourself.
  • Don’t send: clear the box or switch away. Nothing is delivered, and you can reply in your own words instead.
Only the messages you approve ever reach a customer. That’s the whole promise of Copilot mode.
5

Let Cura learn from your edits

When you edit a draft before sending, Cura notices. After the message goes out, you may see a gentle Teach Cura prompt on that reply — a one-tap way to save your change so the next draft is closer to how you’d say it. Over time, the drafts need fewer edits.

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Need a draft on the spot?

Even when Cura isn’t in Copilot mode, you can ask for a one-off draft in any conversation. Look for the AI Draft button in the composer — press it and Cura writes a suggested reply into your Reply box for you to review and send. It’s handy when the Mode is Off or Autopilot but you’d still like a hand with a tricky message.
There’s a short cooldown between AI Draft requests, so give it a few seconds before asking for another.

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Copilot vs. Autopilot vs. Off

  • Copilot — Cura drafts, you approve every reply. Best for building trust and for high-stakes conversations.
  • Autopilot — Cura replies on its own when confident. Best once you’ve seen the drafts and want hands-off speed. This is the opposite of draft mode: replies auto-send.
  • Off — Cura stays quiet. Every conversation waits for a human.
A common path: start in Copilot for a week or two, watch the drafts, teach Cura where it’s off, then switch to Autopilot once you trust it.

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Troubleshooting

  • No draft appeared. Copilot only drafts after a customer has sent a message. Check the Mode is set to Copilot, and that the customer’s message actually arrived in the conversation.
  • I can’t change the Mode. Switching Mode is a manager action — ask an admin on your team to change it, or to give you access.
  • The draft vanished. If the customer sent a follow-up, Cura replaces the old draft with a fresh one for the newer message. Scroll to the latest message and the current draft will be there.
  • I want to reply in my own words. Just clear the box and type — sending your own text works exactly as normal, and Cura’s draft is set aside.