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Retain generated suggestions for staff only

Every generated Copilot suggestion — sent, edited, or dismissed — is kept with the conversation for staff to review, and is never visible to the customer.

When this happens: A Supervisor opens the suggestion history of a conversation.

Step by step

  1. 1

    Open a conversation and expands AI suggestions in the side panel.

    Lists every AiSuggestion for the conversation — Kind, requesting operator, timestamp, Outcome (Pending/Accepted/Edited/Dismissed), and the text — ordered chronologically.

  2. 2

    Review a dismissed suggestion the operator chose not to send, to understand the operator's judgment.

If something goes wrong

Customer-facing views never include suggestions

No customer-facing surface (channel message, Live Chat widget, any external delivery) ever renders AiSuggestion content — only sent Message rows leave the platform.

Good to know

  • Suggestions are retained with the conversation regardless of outcome, visible to staff, never to the customer (BRD §3.9).
  • Suggestion visibility follows the same conversation visibility scope as everything else — a Supervisor sees suggestions only on conversations within their scope.