Copilot

Embark on a cutting-edge experience design journey with your new AI-powered parcelLab assistant.

Overview

The parcelLab Copilot is your in-app AI assistant, providing support for using the parcelLab App to maximize the value you can get from using parcelLab products.

Copilot helps troubleshoot issues related to trackings and sent communications, as well as provide teams with advanced data analysis and insights to optimize customer communications more efficiently.

Ask Copilot

Available Now

• Ask about your live data

• Build reports

• Investigate performance and operational issues

• Get recommendations for improving your customers’ delivery and return experiences

Learn more

Do it with Copilot

Early Access

• Create new messages, journeys and configurations

• Update existing setups

• Troubleshoot issues and prepare fixes

• Review and approve actions before Copilot carries them out

What's newRequest early access

Take the Tour

Check out the Copilot in our interactive demo below.

Using the parcelLab Copilot

The following sections describe how you can use the parcelLab Copilot in the parcelLab App.

When you click the Copilot option in the global navigation menu, the Copilot chat module will display. This is where you can ask the Copilot about how to access various self-service functions in the parcelLab App and how to set up new configurations or edit your existing parcelLab setup from the App.

You can also ask the Copilot if parcelLab is integrated with specific carriers.

You can manually resize the Copilot sidebar using the handle at the right-hand side of the pane or detach it using the Layout option to open a draggable, resizable window so you can work alongside other areas of the App. The floating window remembers its size and position between sessions.

Start a New Conversation

You can start a new conversation with Copilot in one of the following ways:

• If you have just logged in to the App, click the Copilot option in the global navigation menu.

  

  The Copilot module will display and you can start a new conversation.

• If you have an ongoing conversation, click the New conversation button at the top of the pane.

  

  Your previous conversation is stored and you can start a new conversation.

  You can upload documents, images, and other supported file formats using the option at the bottom of the pane to provide additional context for your Copilot requests.

  

View Conversation History

You can access previous Copilot conversations to build your context with Copilot and keep your conversations organized by topic.

To view previous conversations:

1. Open the Copilot chat module.

2. Click the Ellipsis button at the top of the pane.

   

   A list of your past Copilot conversations will display.

   
3. Select the conversation you want to view. The full conversation will display, and you can scroll to view or enter another prompt to continue the conversation.

   

Ask Copilot

Copilot can answer questions about using the parcelLab App and provide insights on the live data in your account.

How to Navigate the parcelLab App

• Where can I find tracking information?

• How can I see all sent communication?

• Can I export trackings?

How to Edit Configurations

• How do I add a new CTA button to my email templates?

• How can I create a new email type for outbound communication?

• How do I set up an audience for a specific product category?

Insights and Analytics

• Where can I see the exception rate for deliveries?

• What metrics are used in tracking reports?

• What can I use the reports in Control Tower for?

Troubleshooting for Customer Service

• What is the current status for the order PKR1007?

• Why was the delivery confirmation email not sent for the tracking number PL321456987?

Chat with Your Data

This feature is available for users with the Reporting & Analytics role, which enables access to Analytics reports.

You can ask Copilot about specific data insights for your account. Copilot accesses the data underlying your Analytics reports to provide metrics you are searching for, data analysis, and recommendations for improving your business outcomes.

Emails

Get insights on email performance, including:

• Performance metrics by country, carrier and message type

• Key performance indicators for email engagement, including open rates, click rates and bounce rates

Leadtimes

Get insights on delivery performance, including:

• Performance metrics and filtering by delivery location and carrier

• Insights into the complete shipping journey from pickup to final delivery

• Delivery exceptions and their frequency

Promise

Understand your Promise performance, including:

• Evaluation of your delivery promise against actual delivery times

• Identifying potential improvements in your setup

Shopify Returns

Discover insights for returns, including:

• All return performance indicators, such as return rate and returning customers

• Insights into return reasons and refunds

Troubleshooting for Customer Service

Copilot includes a troubleshooting agent that can provide an overview of an order’s status and tips for uncovering and resolving any issues with trackings in the parcelLab system.

When prompted with an order number, the troubleshooting agent analyzes order and tracking information in the parcelLab system connected with the order number provided and responds with a summary of the order status and options for resolution.

Do it with Copilot

Copilot can draft updates to your parcelLab account configuration (for example: Journeys and Returns Portal configurations). You can review and approve the edits before publishing any configuration changes.

1

Ask in plain language

2

Copilot reads your account setup

3

Copilot prepares the requested changes

4

Edit or approve the draft before publishing

Here's how Copilot can do more for your post-purchase configuration in parcelLab.

Investigate issues

Identify delivery problems, missing tracking events, integration failures, or changes in returns performance.

Create communications

Build messages and journeys, manage translations, and configure campaigns and audiences.

Configure returns

Update return windows and reasons, or create and clone Returns Portals.

Manage operational configurations

Work with carrier mappings, reports, exports, and other post-purchase settings.

Improve your setup

Audit existing configurations and recommend where to focus improvements.

Message content editing at scale

• Apply a batch of copy changes across two country sites

• Publish a finalized message version in every language at once

• Remove a content block from every email template in an account

• Update all messages to a formal tone of voice

Create new messages & journeys

• Define complex journey triggers in plain language

• Add failed-attempt and pick-up-ready message types to an account

• Build an email master template for a new market

• Duplicate a journey and message flow for a newly added brand

• Launch a campaign with a post-delivery feedback survey

Configure return rules, reasons & eligibility

• Configure different return windows by market

• Restrict return carrier options by destination country

• Prevent a non-returnable product from receiving a return label

• Add a return reason that requires a photo

• Route returned items to the correct warehouse by item type

Improve carrier setup

• Add a new carrier service for a set of shops from a go-live date

• Rotate carrier credentials before labels start failing

• Deactivate a carrier until new credentials are in place

• Compare which carrier event triggers a message across two carriers

Audit & implement improvements

• Audit post-purchase emails for stronger CTAs and product recommendations

• Compare shops by open and click rates, then recommend template fixes

• Fix an order status page with an incorrect URL or contact details

FAQs

To help you get started with using the Copilot, see our FAQs below.

If you have any further questions relating to the Copilot, please write an email to [e-mail] and we’ll get back to you.

What data does the Copilot use?

The Copilot uses Bedrock and OpenAI to process our source data comprising of parcelLab’s documentation, schemas and router maps of the parcelLab App.

Are prompts and responses in the Copilot logged?

Yes, the history of all interactions (that is: your input and the Copilot’s responses) are stored by parcelLab. This allows us to improve on the quality of future responses provided by Copilot. Additional services used in Copilot (for example: OpenAI) do not store your prompts.

Is personal data required for using the Copilot?

No, the input of personally identifiable information (PII) when using the Copilot is neither required nor recommended. Copilot users are responsible for any personal data entered into the Copilot.

How can we opt in to use the Copilot feature?

The Copilot is accessible by all users of the parcelLab App. Opt-ins are controlled on an account level. If your parcelLab Admin user has opted in to use parcelLab’s generative AI features for an account you have access to, your user account will be opted in automatically.

What languages does the Copilot support?

The Copilot can respond in over 100 languages. This includes the system languages available in the parcelLab App (that is: English, Spanish, French, German and Italian).