Copilot: real-time help for human agents

The copilot works for your human agents, not instead of them. It listens to an agent’s call as it happens and puts cards next to it in the agent workspace: the answer to the objection the customer just raised, a fact from your knowledge base, the next item on the checklist, the disclosure the agent hasn’t read yet, a nudge to stop talking and ask a question. Supervisors see its alerts on their board.

What the copilot knows and suggests comes from a copilot profile: the playbook for one kind of call, such as policy renewals or customer service. Supervisors build profiles in the app, under Copilot & knowledge; over the API you create and change them from code, keep them in your own version control, and attach them to queues.

Plans

The copilot is part of every contact-centre plan and is billed per copilot seat. The Developer plan doesn’t include it.

Start from a template

Two templates cover the common cases: sales-outbound (opening, discovery, offer, objections and close) and customer-service. List them to see everything they set:

cURL

# The ready-made profiles you can start from.
curl https://api.morevoice.ai/v1/copilot_profiles/templates \
  -H "Authorization: Bearer $MOREVOICE_API_KEY"

Node.js

list-templates.ts

import MoreVoice from "@morevoice/sdk";

const mv = new MoreVoice(); // reads MOREVOICE_API_KEY

// The ready-made profiles you can start from.
for await (const template of mv.copilotProfiles.listTemplates()) {
  console.log(template.template_id, template.name, "—", template.description);
}

Python

list_templates.py

import os

import requests

API = "https://api.morevoice.ai/v1"
HEADERS = {"Authorization": f"Bearer {os.environ['MOREVOICE_API_KEY']}"}

# The ready-made profiles you can start from.
response = requests.get(f"{API}/copilot_profiles/templates", headers=HEADERS, timeout=30)
response.raise_for_status()
for template in response.json()["data"]:
    print(template["template_id"], template["name"], "—", template["description"])

Create a profile from a template and override what is yours. Fields you send replace the template’s; everything else comes from it:

cURL

# A customer-service profile from the template, with your company, an objection and a disclosure the agent must read.
curl https://api.morevoice.ai/v1/copilot_profiles \
  -H "Authorization: Bearer $MOREVOICE_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "template_id": "customer-service",
    "name": "Policy renewals",
    "company": "Acme Insurance",
    "product": "Home and car insurance",
    "language": "he",
    "objections": [
      {
        "key": "price",
        "label": "Too expensive",
        "triggers": ["יקר מדי", "זה יקר"],
        "response": "Compare the renewal with the cost of a claim without cover, then offer the annual payment discount.",
        "kb_query": "renewal discounts"
      }
    ],
    "compliance": {
      "required_disclosures": [
        {
          "key": "recording",
          "label": "Recording notice",
          "phrases": ["השיחה מוקלטת"],
          "script": "לידיעתך, השיחה מוקלטת לצורכי שירות ובקרה.",
          "deadline_seconds": 30
        }
      ]
    }
  }'

Node.js

create-profile.ts

import MoreVoice from "@morevoice/sdk";

const mv = new MoreVoice(); // reads MOREVOICE_API_KEY

// A customer-service profile from the template, with your company, an objection and a disclosure the agent must read.
const profile = await mv.copilotProfiles.create({
  template_id: "customer-service",
  name: "Policy renewals",
  company: "Acme Insurance",
  product: "Home and car insurance",
  language: "he",
  objections: [
    {
      key: "price",
      label: "Too expensive",
      triggers: ["יקר מדי", "זה יקר"],
      response: "Compare the renewal with the cost of a claim without cover, then offer the annual payment discount.",
      kb_query: "renewal discounts",
    },
  ],
  compliance: {
    required_disclosures: [
      {
        key: "recording",
        label: "Recording notice",
        phrases: ["השיחה מוקלטת"],
        script: "לידיעתך, השיחה מוקלטת לצורכי שירות ובקרה.",
        deadline_seconds: 30,
      },
    ],
  },
});
console.log(profile.id, `version ${profile.version}`, `${profile.objections.length} objections`);

Python

create_profile.py

import os

import requests

API = "https://api.morevoice.ai/v1"
HEADERS = {"Authorization": f"Bearer {os.environ['MOREVOICE_API_KEY']}"}

# A customer-service profile from the template, with your company, an objection and a disclosure the agent must read.
response = requests.post(
    f"{API}/copilot_profiles",
    headers=HEADERS,
    json={
        "template_id": "customer-service",
        "name": "Policy renewals",
        "company": "Acme Insurance",
        "product": "Home and car insurance",
        "language": "he",
        "objections": [
            {
                "key": "price",
                "label": "Too expensive",
                "triggers": ["יקר מדי", "זה יקר"],
                "response": "Compare the renewal with the cost of a claim without cover, then offer the annual payment discount.",
                "kb_query": "renewal discounts",
            }
        ],
        "compliance": {
            "required_disclosures": [
                {
                    "key": "recording",
                    "label": "Recording notice",
                    "phrases": ["השיחה מוקלטת"],
                    "script": "לידיעתך, השיחה מוקלטת לצורכי שירות ובקרה.",
                    "deadline_seconds": 30,
                }
            ]
        },
    },
    timeout=30,
)
response.raise_for_status()
profile = response.json()
print(profile["id"], f"version {profile['version']}", f"{len(profile['objections'])} objections")

A new organisation gets one profile per template the first time it lists its profiles, so there is always something to start from.

What a profile holds

Field	What it sets
goal, tone, company, product, language	What the call is for, how the agent should sound, who they represent, and the calls’ language.
stages	The call’s stages, each with a checklist. A checklist item can tick itself when the agent says one of its phrases, and has a question (ask) the copilot suggests while it is open.
script	Instead of the linear stages, an agent-script flow that drives the call branch by branch (flow_id, and version: published or a pinned number).
objections	The objection library: what the customer may say (triggers match at once, examples match by meaning), the recommended response, a follow_up, and a kb_query whose facts are attached to the card.
kb	Which knowledge-base documents the copilot may answer from (document_ids; empty: all), reference links, and the confidence (min_score) above which it shows a knowledge card unasked.
fields	Details the copilot picks out of the conversation (a budget, a policy number, a date), with a type and an optional pattern.
compliance	required_disclosures: what the agent must say, the exact script to read if they missed it, and when (deadline_seconds, or before leaving a stage). forbidden_phrases: what they mustn’t say, why, and safer wording (instead).
coaching	Thresholds for nudges: the agent’s share of talk time, monologue length, dead air, speaking rate.
alerts	Conditions to flag on the call (a keyword, negative sentiment, silence, a long call, a request for a manager), their severity, and whether to raise them on the supervisor board.
qa_rubric	The QA rubric these calls are scored against, instead of the organisation’s.
model	How suggestions are made: the model and its fallback, latency and cost controls (speculative, deep_path, max_calls_per_minute, priority).

PATCH /v1/copilot_profiles/{id} changes a profile: nested objects (kb, compliance, coaching, script, model) merge with the stored values, and lists (stages, objections, alerts…) replace them, so send the whole list. Every change raises the profile’s version; calls that start afterwards use the new version, and calls in progress keep theirs. POST /v1/copilot_profiles/{id}/duplicate copies a profile, for an A/B test of two playbooks.

The help centre explains each part of a profile from the supervisor’s side: copilot profiles, objections and fields and compliance.

Give agents a profile

Calls answered from a queue get the queue’s profile:

cURL

# Agents who answer the Support queue get this profile on every call.
curl -X PATCH https://api.morevoice.ai/v1/queues/$QUEUE_ID \
  -H "Authorization: Bearer $MOREVOICE_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "copilot_profile_id": "'"$COPILOT_PROFILE_ID"'" }'

Node.js

attach-to-queue.ts

import MoreVoice from "@morevoice/sdk";

const mv = new MoreVoice(); // reads MOREVOICE_API_KEY

// Agents who answer the Support queue get this profile on every call.
const queue = await mv.queues.update(process.env.QUEUE_ID!, { copilot_profile_id: process.env.COPILOT_PROFILE_ID! });
console.log(queue.name, queue.copilot_profile_id);

Python

attach_to_queue.py

import os

import requests

API = "https://api.morevoice.ai/v1"
HEADERS = {"Authorization": f"Bearer {os.environ['MOREVOICE_API_KEY']}"}

# Agents who answer the Support queue get this profile on every call.
response = requests.patch(
    f"{API}/queues/{os.environ['QUEUE_ID']}",
    headers=HEADERS,
    json={"copilot_profile_id": os.environ["COPILOT_PROFILE_ID"]},
    timeout=30,
)
response.raise_for_status()
queue = response.json()
print(queue["name"], queue["copilot_profile_id"])

For calls they place themselves, agents pick a profile in the workspace before dialling. Deleting a profile leaves its queues without one, and their calls run without the copilot’s playbook.

See what the copilot did

GET /v1/calls/{id}/copilot_events lists what the copilot showed on a call and what the agent did with it: cards shown, used or dismissed, knowledge searches and deeper answers, each with its time in the call, the card’s kind, how long the suggestion took and the profile version:

cURL

# What the copilot showed on a call, and what the agent did with it.
curl https://api.morevoice.ai/v1/calls/$CALL_ID/copilot_events \
  -H "Authorization: Bearer $MOREVOICE_API_KEY"

Node.js

copilot-events.ts

import MoreVoice from "@morevoice/sdk";

const mv = new MoreVoice(); // reads MOREVOICE_API_KEY

// What the copilot showed on a call, and what the agent did with it.
for await (const event of mv.calls.listCopilotEvents(process.env.CALL_ID!)) {
  console.log(`${(event.at_ms / 1000).toFixed(1)}s`, event.type, event.kind ?? "", event.card_id ?? "", event.latency_ms ?? "");
}

Python

copilot_events.py

import os

import requests

API = "https://api.morevoice.ai/v1"
HEADERS = {"Authorization": f"Bearer {os.environ['MOREVOICE_API_KEY']}"}

# What the copilot showed on a call, and what the agent did with it.
response = requests.get(f"{API}/calls/{os.environ['CALL_ID']}/copilot_events", headers=HEADERS, timeout=30)
response.raise_for_status()
for event in response.json()["data"]:
    print(f"{event['at_ms'] / 1000:.1f}s", event["type"], event["kind"] or "", event["card_id"] or "", event["latency_ms"] or "")

Use it to see which objection answers agents actually use, or to tune kb.min_score when knowledge cards are dismissed more than used. Insights sums up copilot adoption over a period, and the QA scorecard of each call shows how the playbook was followed.

Test a profile on yourself

Profiles are configuration, shared by test and live keys. To try one, attach it to a queue that only you answer, call the queue, and read the copilot events afterwards.