Ask Cove (Cove Copilot)

Cove Copilot is an Ask Cove tab next to the contact panel in your inbox. You ask a question about the conversation in front of you, and Cove answers privately. Nothing in the panel is sent to the customer unless you choose to use it.

Good questions to ask:

• “Does this store have a Brico connection set up?”
• “Why did Cove tell them they’re on the Pro plan?”
• “Review this conversation: anything wrong or missing?”
• “Has this customer reported this before?”
• “Where are we with engineering on this?”
• “Draft a reply to their last message.”

What Cove looks at

• The conversation: every customer message, reply and private note, plus the most recent screenshots the customer sent.
• The customer: their profile and custom data, and their plan and revenue when your Shopify Partner account is connected.
• Their account, live: the read-only tools you set up in Connected data. Lookups are locked to this customer.
• Your help center: the same articles, Q&A snippets and sources Cove answers customers from.
• This customer’s earlier conversations, when history matters.
• The escalation, if there is one: who owns it, how long it has been open, and whether the SLA has passed.
• How Cove answered earlier: which lookups it made, what they returned, and which articles it used.

Each answer shows the lookups Cove made, for example list_connections → 23 results, so you can see where every fact came from.

It points out problems

When it finds something, Cove adds a short Heads up at the end of its answer:

• A wrong reply. If something the agent or Cove told the customer contradicts the account data, the help center, or the thread, it quotes the claim and says what’s correct.
• A missing help article. If the help center doesn’t cover what the customer asked, it says so and suggests an article title and what it should cover.
• An open loop. A question nobody answered, or a “let me check and get back to you” that never happened.

If there’s nothing real to flag, it says nothing.

Using an answer

Under each answer:

• Use as reply puts the answer in your reply box. Edit it, then send.
• Share as note posts it as a private note so teammates see it.
• Copy copies the text.
• 👍 / 👎 tells us whether the answer helped.

How Cove answered

Under every reply or suggestion Cove writes, click How Cove answered to see what it searched for, which account lookups it made (with the raw results), the help articles it found, and why it answered the way it did. This is the quickest way to check an answer that looks wrong.

Who can use it

Owners always have access. Admins and agents get it when an owner turns it on:

1. Go to Cove AI in the left navigation.
2. Open Draft AI & Copilot.
3. Switch on Copilot for each teammate who should have it.

The Ask Cove tab appears on conversations for apps where Cove is turned on.

Limits and cost

• Read-only. Cove can look things up but can’t change anything in the customer’s account.
• This conversation only. It won’t answer questions about other customers or unrelated topics.
• Private. Your questions and answers are visible only to you.
• Cost. Each question uses AI credits (1.5x the raw AI cost, typically a few cents). There’s a limit of 30 questions per person per hour. See Cost controls.