> ## Documentation Index
> Fetch the complete documentation index at: https://www.revve.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent Assist Copilot
> For team administrators and call agents: configure, test, and use Copilot guidance during human-handled calls.
Set up Agent Assist Copilot to warn a human agent when a caller asks for a supervisor, then test the warning before attaching Copilot to a voice agent. During calls, Copilot follows the transcript, offers guidance, and answers the human agent's questions.
The human agent speaks to the caller. Copilot provides suggestions in the workspace; it does not speak those suggestions to the caller.
## Before you start
* Your account must belong to the workspace that contains the voice agent and call.
* The voice agent must have a Copilot Agent attached, with a published version.
* For in-app transfers, enable **Accept Calls** in your account menu and allow browser microphone access.
* For observation and takeover from **Live Calls**, enable **Live Observability** in the voice agent's call settings.
* Knowledge answers need configured knowledge sources. API actions need configured tools and access to the target system.
See [Call Transfer](/docs/voice-agents/call-transfer) for transfer destinations and agent availability.
## Configure a Copilot Agent
1. Open **AI Agents > Copilot Agents** and select **New Copilot Agent**.
2. Enter a name and description, then create the agent.
3. Select **Start Editing** when you need to change an existing configuration.
4. In **Overview**, write **Instructions for the copilot**. Start with the example below and keep the default models for your first test.
5. Configure the relevant tabs below.
6. Test the draft, then have a team administrator select **Publish**.
7. Open the voice agent's call settings and select it under **AI Assist for Human Agents**.
8. Save and publish the voice agent's configuration through its normal publish workflow.
The screenshot shows an unpublished demo configuration. It is not attached to a voice agent. Its instructions are:
```text theme={null}
Help the human agent resolve support requests. Use approved knowledge for policy answers. Suggest a clear next step. Never invent account details or promise an outcome.
```
**Fast lane model** classifies transcript turns; **Copilot model** answers questions and runs guides. Both default to GPT-4.1 mini. Change a model when representative tests show missed triggers or poor answers, then compare response time as well as accuracy.
**Show the summary column** is on by default, with **Refresh** set to **Every 30 seconds**. Use a shorter interval when agents need a more current summary; use a longer interval to reduce repeated summarization work.
| Tab | What to configure |
| --------------- | ------------------------------------------------------------------------------------------------------ |
| **Overview** | Instructions, models, and the optional live summary column, refresh period, and summary prompt. |
| **Knowledge** | Knowledge bases, retrieval mode, and whether to suggest a search or show an answer automatically. |
| **Monitors** | Conditions that raise warnings, with severity, guidance, and repeat limits. |
| **Skills** | Procedures with steps, activation conditions, instructions, and optional tool actions. |
| **Tools** | API or code tools available to Copilot and skill steps. A team administrator must add or change tools. |
| **Policy** | Limits on warning frequency, warnings per call, and classifier calls. |
| **Versions** | Published versions and configuration history. |
| **Attached to** | Voice agents that use this Copilot Agent. |
Draft changes save automatically while you hold the edit lock. Publish the draft to make its configuration available for new sessions.
An active session keeps the Copilot version selected when it started. Publishing a new version does not replace that session's configuration.
Tool definitions are an exception: edits to shared tools can affect active sessions without publishing a new Copilot version. Coordinate endpoint, credential, and behavior changes with operators before changing a tool used by live calls.
### Add a supervisor-request warning
1. In **Monitors**, select **New monitor**.
2. Set **Name** to `Supervisor request` and **Message** to `Acknowledge the concern and follow the supervisor escalation process.`
3. Keep **Severity** at **Warning** and **On** enabled.
4. Set **Say instead (optional)** to `I understand your concern. Let me check the next step for involving a supervisor.`
5. Under **Trigger**, select **Exact phrases** and enter `supervisor` in **Phrases**.
6. Keep **Watches** set to **Caller** and **Cooldown (s)** at its default of `120`, then select **Save monitor**.
Use **Exact phrases** for a known term you can test predictably. Use **Copilot decides from the description** for requests that can be phrased many ways, and test representative wording. Increase the cooldown if repeated warnings distract agents; shorten it if a repeated request needs attention sooner.
### Test before a live call
With the monitor saved in your draft, open **Test with a past call**. Paste a transcript with one turn per line, then select **Run**:
```text theme={null}
caller: I need help with an unresolved support request.
agent: I can help you check the next step.
caller: I would like to speak to a supervisor.
agent: I understand your concern. Let me check the escalation process.
```
You can also search for a past call and select it. The results show triggered or suppressed monitors, skills, completed steps, and knowledge queries.
The expected result is your monitor's ID in **Fired** on turn 3, matching the screenshot. If it is absent, check that the monitor is enabled, **Phrases** contains `supervisor`, and **Watches** is **Caller**.
This test checks the draft's transcript classification. It does not place a call, execute the full live Copilot workflow, or display guidance to live agents.
Use a controlled test call to check audio, transfer, knowledge answers, and tool confirmations before operational use.
## Open Copilot during a call
For an in-app transfer, select **Accept** on the incoming transfer card. Revve opens the live-call workspace in a new tab.
Allow the tab and microphone permissions when prompted. If the browser blocks the tab, Revve can show a compact phone instead.
For a call on the **Live Calls** board, open the call and select **Take Over** when you need to speak to the caller.
The assigned human agent controls the Copilot session. Other authorized team members can observe it; their status shows **Viewing**.
### Read the workspace
| Area | How to use it |
| ---------------------- | ---------------------------------------------------------------------------------------------------------- |
| **Transcript** | Follow the conversation and speaker labels. Use linked timestamps to inspect related evidence or guidance. |
| **Warnings and guide** | Review active warnings and the current procedure before you continue. |
| **Copilot thread** | Read answers, knowledge results, action results, and notes. |
| **Composer** | Ask a question, use a preset request, or enter a slash command. |
| **Summary** | Review the transfer summary when available and the ongoing call summary when enabled. |
The header shows the Copilot name, version, and status. **Listening** means it is ready; **Thinking** means it is processing work.
On a narrow screen, open the **Copilot** panel from the call header. On a wide screen, you can collapse the summary column.
## Ask for help and search knowledge
Type a question in the composer, or select **Draft my next line**, **Summarize so far**, or **Search knowledge**.
For example, ask: "What information must I collect before I escalate this request?"
Press **Enter** to send. Press **Shift+Enter** for a new line. Type `/` to show available skills and commands.
| Command | Result |
| --------------------------------------------- | --------------------------------------------------------- |
| `/search card replacement` | Searches the configured knowledge for the supplied query. |
| `/summarize` | Requests a summary of the conversation so far. |
| `/note Customer requests a callback tomorrow` | Saves a note in this Copilot session. |
If Copilot suggests a knowledge search, run or dismiss the suggestion. Automatic answers depend on the **Knowledge** configuration.
When an answer includes source chips, select a source to inspect its content. **Open original** opens its original URL when available.
Check the source and the caller's context before you use a suggested response. Knowledge quality depends on the selected, available documents.
## Follow warnings and guides
Monitors can show warnings with a reason, suggested wording, and transcript evidence. Review the warning and select **Dismiss** when appropriate.
A skill guides you through a configured procedure. It can start from a configured condition, a suggestion you accept, or the slash-command menu.
The guide shows completed, skipped, and pending steps. Completion depends on the configured conditions and available conversation evidence.
Select **End skill** when you need to leave the current procedure. A completed guide is not proof that an external record changed.
### Review tool actions
When a step or Copilot request needs your input, the panel shows **Needs you** or a pending action.
1. Check the tool name and proposed values.
2. Select **Edit values** if you need to correct them.
3. For a read-only action awaiting approval, select **Run**.
4. For a write action, select **Confirm and run**, then **Click again to run**.
5. Select **Skip** if the action should not run.
6. Check the result before you tell the caller that the action succeeded.
Configured read-only tools can also run automatically. Write tools require human confirmation.
API tools require a working integration. Attaching Copilot does not automatically connect SAP, Cisco, or another external system.
## Review the session after the call
Open the call in call history and select **Copilot**.
* **Agent view** replays the saved Copilot experience alongside the transcript.
* **Debug log** shows recorded events for detailed review, including actions, notes, and errors.
* If the call has multiple Copilot sessions, use the session selector.
Replay uses the saved events and version. It does not run tools again. Calls without a captured Copilot session have no Copilot history.
A Copilot note belongs to the session. A summary, note, or completed guide does not automatically update an external CRM.
Use a configured tool or a separate backend integration for those updates. See [Automation Rules](/docs/automations/automation-rules-overview) for post-call API actions.
## Access and troubleshooting
| Symptom | What to check |
| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| Copilot is missing | Check the attached Copilot Agent, its published version, and whether the human call session has started. |
| Controls show **Viewing only** | You are an observer. The assigned session owner can send requests and perform actions. |
| Status shows **Paused** | Select **Retry** to reload session events. If it persists, ask your administrator to check the session and service status. |
| Knowledge is missing or incomplete | Check enabled knowledge bases, source content, and retrieval settings. |
| A tool fails | Check its configuration, proposed values, permissions, and target API availability. |
| Guidance stops updating | Check the transcript connection and configured policy limits. The classifier cap can stop automatic analysis. |
| Only a compact phone appears | Check browser popup permissions and reopen the full live-call workspace. |
Live assistance requires Revve to receive the conversation after transfer. A cold SIP transfer leaves that media path and does not capture the human conversation.
An external phone system needs an explicit media and session integration for continued assistance. An embedded phone widget alone does not provide it.
## What's Next
* [Call Transfer](/docs/voice-agents/call-transfer)
* [Knowledge Base Overview](/docs/knowledge-base/knowledge-base-overview)
* [Custom API Tools](/docs/voice-agents/custom-api-tools)
* [Roles and Permissions](/docs/governance-access/roles-and-permissions)