# Copilot

## Overview

The parcelLab <code class="expression">space.vars.Product\_Copilot</code> is your in-app AI assistant, providing support for using the <code class="expression">space.vars.Product\_pLApp</code> to maximize the value you can get from using parcelLab products.

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

## Take the Tour

Check out the <code class="expression">space.vars.Product\_Copilot</code> in our interactive demo below.&#x20;

{% embed url="<https://app.storylane.io/share/qmjeosh3jxnn>" %}

## Using the parcelLab <code class="expression">space.vars.Product\_Copilot</code>

This section describes how you can use the parcelLab <code class="expression">space.vars.Product\_Copilot</code> for assistance navigating or editing configurations in the <code class="expression">space.vars.Product\_pLApp</code>.

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.

{% hint style="info" %}
You can also ask the Copilot if parcelLab are integrated with specific carriers.
{% endhint %}

{% hint style="success" %}
You can manually resize the Copilot sidebar using the handle at the right-hand side of the pane.
{% endhint %}

<div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FTi4WhBiEru6oQpTN1gSf%2FCopilotNew.png?alt=media&#x26;token=da546c4d-bbd5-42b5-b411-be3b9d464601" alt="Copilot chat pane" width="163"><figcaption></figcaption></figure></div>

<details>

<summary>Start a New Conversation</summary>

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.

  <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FTi4WhBiEru6oQpTN1gSf%2FCopilotNew.png?alt=media&#x26;token=da546c4d-bbd5-42b5-b411-be3b9d464601" alt="New copilot conversation pane" width="188"><figcaption></figcaption></figure></div>

  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.

  <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FTfE7hqHEB3uk4Zccki41%2FCopilotNewConvoButton.png?alt=media&#x26;token=01cd1369-78a7-4ac1-a8c6-d96be9e73c2f" alt="New conversation button" width="188"><figcaption></figcaption></figure></div>

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

  <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FSEFax1YsE60bAVZC8yic%2FCopilotNextNewConvo.png?alt=media&#x26;token=64137699-2162-46be-a677-45b9ee8768c6" alt="" width="182"><figcaption></figcaption></figure></div>

</details>

<details>

<summary>View Conversation History</summary>

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.

   <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2Fxu4izrcLJSvstUd8hxIi%2FCopilotEllipsisButton.png?alt=media&#x26;token=185ce3b8-5666-439e-926e-6c324175084e" alt="Copilot conversation switcher" width="183"><figcaption></figcaption></figure></div>

   A list of your past Copilot conversations will display.

   <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FIirGnbvZ5eOtcl7Kocxl%2FConversationHistory.png?alt=media&#x26;token=8f525d70-8569-45a4-b839-faa807ba0dcd" alt="List of past conversations with copilot" width="319"><figcaption></figcaption></figure></div>
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.

   <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2Fe44bWi648sTYE6c1qVf7%2FCopilot_ViewSelectedConvo.png?alt=media&#x26;token=bdc85ebe-c9f8-4bc7-963f-e121a2d9a0e5" alt="View past Copilot conversation with full message thread" width="188"><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Delete a Conversation</summary>

You can delete past conversations with the Copilot, so that it stops using past messages to remove any bias in answers provided for your future questions.

To delete your Copilot chat history:

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. Click the **Delete** button next to the conversation to be deleted.

   <div align="left"><figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2FZ47KviXuGlgGCmEpHbNT%2FCopilotClearChat.png?alt=media&#x26;token=031a61f8-f5d6-4a9b-a713-5d1d79c0d637" alt="" width="188"><figcaption></figcaption></figure></div>

   The conversation is deleted and removed from your context for Copilot.

</details>

### Ask Copilot: How to Navigate the parcelLab App

This section describes how the Copilot can assist you when navigating the parcelLab App.

Some examples of questions the Copilot can answer about the parcelLab App:

* Where can I find tracking information?
* How can I see all sent communication?&#x20;
* Can I export trackings?&#x20;

### Ask <code class="expression">space.vars.Product\_Copilot</code>: How to Edit Configurations

This section describes how the <code class="expression">space.vars.Product\_Copilot</code> can assist you when setting up or editing your configurations in the parcelLab App.

#### Ask about Experience Design

Here are some examples of questions the <code class="expression">space.vars.Product\_Copilot</code> can answer about [email configuration](https://docs.parcellab.com/docs/engage/messages-and-journeys):

* How can I create a new email type for outbound communication?
* How do I add a new CTA button to my email templates?

Here are some examples of questions the <code class="expression">space.vars.Product\_Copilot</code> can answer about [campaign management](https://docs.parcellab.com/docs/engage/campaigns):

* How can I create a custom holiday campaign?
* How can I create a campaign for return emails?
* How do I set up an audience for a specific product category?

### Ask <code class="expression">space.vars.Product\_Copilot</code>: Insights and Analytics

This section describes how the <code class="expression">space.vars.Product\_Copilot</code> can assist you with Insights and Analytics in the parcelLab App.

Here are some examples of questions the <code class="expression">space.vars.Product\_Copilot</code> can answer about using [analytics](https://docs.parcellab.com/docs/platform/overview):

* 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?

<figure><img src="https://1156682959-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LPf1Lv1YUuLYva6LrXQ%2Fuploads%2F1ZySYHAIViOuDEYSJ9ep%2FCopilotAnswer.png?alt=media&#x26;token=c25859f7-f46f-49d9-af11-7aa3b262b3ff" alt="Example question and Copilot&#x27;s response"><figcaption><p>Copilot providing help on delivery exceptions with details on the relevant report</p></figcaption></figure>

#### Chat with Your Data

{% hint style="info" %}
This feature is available for users with the Reporting & Analytics role, which enables access to Analytics reports.
{% endhint %}

You can ask Copilot about specific data insights for your account. Copilot can access the data underlying your [Analytics](https://docs.parcellab.com/docs/platform/overview#reporting-dashboards) reports to provide metrics you are searching for, data analysis, and recommendations for improving your business outcomes.

<table data-card-size="large" data-view="cards"><thead><tr><th></th><th></th></tr></thead><tbody><tr><td><strong>Emails</strong></td><td><p>Get insights on email performance, including:</p><ul><li>Performance metrics by country, carrier and message type</li><li>Key performance indicators for email engagement, including open rates, click rates and bounce rates</li></ul></td></tr><tr><td><strong>Leadtimes</strong></td><td><p>Get insights on delivery performance, including:</p><ul><li>Performance metrics and filtering by delivery location and carrier</li><li>Insights into the complete shipping journey from pickup to final delivery</li><li>Delivery exceptions and their frequency</li></ul></td></tr><tr><td><strong>Promise</strong></td><td><p>Understand your Promise performance, including:</p><ul><li>Evaluation of your delivery promise against actual delivery times</li><li>Identifying potential improvements in your setup </li></ul></td></tr><tr><td><strong>Shopify Returns</strong></td><td><p>Discover insights for returns, including: </p><ul><li>All return performance indicators, such as return rate and returning customers</li><li>Insights into return reasons and refunds</li></ul></td></tr></tbody></table>

### Ask <code class="expression">space.vars.Product\_Copilot</code>: Troubleshooting for Customer Service

This section describes how you the <code class="expression">space.vars.Product\_Copilot</code> can assist you with troubleshooting order and delivery issues.

<code class="expression">space.vars.Product\_Copilot</code> 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.&#x20;

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.

## FAQs

To help you get started with using the <code class="expression">space.vars.Product\_Copilot</code>, see our FAQs below.

{% hint style="info" %}
If you have any further questions relating to the <code class="expression">space.vars.Product\_Copilot</code>, please write an email to <copilot-support@parcellab.com> and we’ll get back to you.
{% endhint %}

<details>

<summary>What data does the Copilot use?</summary>

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

</details>

<details>

<summary>Are prompts and responses in the Copilot logged?</summary>

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.

</details>

<details>

<summary>Is personal data required for using the Copilot?</summary>

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.

</details>

<details>

<summary>How can we opt in to use the Copilot feature?</summary>

The Copilot is accessible by all users of the <code class="expression">space.vars.Product\_pLApp</code>. 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.

</details>

<details>

<summary>What languages does the Copilot support?</summary>

The <code class="expression">space.vars.Product\_Copilot</code> can respond in over 100 languages. This includes the system languages available in the parcelLab App (that is: English, Spanish, French, German and Italian).

</details>