Overview

Copilot and AI chat features within the Persona dashboard and the Persona Community Slack provide AI-powered support using Persona’s Help Center and Developer Documentation resources. These tools offer convenient, on-demand assistance with Persona products and concepts.

Chat about technical or product support

Copilot helps you quickly access and search Persona’s Help Center and Developer Documentation, providing immediate insights into features, products, and services essential for a successful digital business. The hope is to give you the wealth of information available in the Persona Help Center and other resources as quickly as possible.

Chat about a Dashboard page's details

Customers can also ask Copilot to answer questions or gather summary details when viewing a Persona page (i.e. a specific Case page). These advanced conversation context features allows you to efficiently investigate issues, understand highlights, and seek out more detail on a specific Persona object like a Case. Starting a conversation with Copilot while on a supported page type, will opt your personal user session into this experience with additional context from the page you are currently viewing.

Supported page types include, but are not limited to:

• Individual Case pages

Enabling and disabling Copilot

Users with an Admin role, can enable or disable Copilot related features by going to Organization > Security. When disabled, the CopilotI widget will continue to show in the bottom right corner of your team's dashboard experience and they will be notified that Copilot is disabled. Additional technical or product support content will still be accessible through the widget.

Why is Copilot disabled?

If you see a message that indicates that Copilot is disabled, your Admin can enable it by going to Organization > Security. The ability to enable and disable Copilot is currently rolling out to organizations.

Using Copilot and AI chat features

Limitations of AI

AI operates based on programmed algorithms and may not always provide accurate or complete responses. Users should always exercise discretion and not solely rely on information provided by AI-based tools for critical decision-making.

Powered by the Persona support resources and documentation

A good rule of thumb is to use it to discover what you may want or need to look into more. Given that the Persona Help Center, developer documentation, and other content-based resources power these features, the intended purpose is to help you find information to better implement or use Persona products, and we recommend that you refrain from sharing sensitive or personally identifiable information.

Advanced conversation context features

For customers using advanced conversation context, Copilot enables more focused information discovery within Persona documentation and based on the user's current page context. These insights are informational only and do not constitute advice from Persona. Compliance, policies, and business decisions remain your responsibility.

Search and insights on your Persona instance

Copilot cannot search across objects or personally identifiable information in objects, unless you begin a chat on a supported page and/or opt into adding object context into the conversation.

Additionally, it cannot produce insights or responses based on trends you are seeing across Verification, Inquiry, or other data that you may access within the Persona Dashboard. It is purely a conversational support chat.

Copilot does not retain unencrypted personal data contained in the Persona Dashboard beyond the duration necessary for response generation. Conversations are encrypted, stored for up to 30 days to support users with follow-up (if additional customer support is requested or escalated), and then permanently redacted.

No Substitute for Professional Advice

Responses generated are not intended to replace professional advice or consultation. We encourage you to seek assistance from qualified professionals for specific inquiries or concerns, especially for legal or compliance issues.

Important Disclosures about Copilot and AI chat features

AI Responses

Copilot does not access broad insights or data trends specific to individual Persona instances and relies only on the currently viewed page and available support resources to answer queries. Persona does not train AI based on conversation data, and instead continuously updates its Help Center to improve Copilot responses.

Copilot operates through Persona and third-party service providers. By using this feature, you acknowledge and consent to the involvement of such third parties, who are bound by Persona’s privacy and security standards.

Storage

By using Copilot or AI chat features, you consent to the recording and storage of communications by Persona and its third-party providers. Conversations are stored and encrypted temporarily for 30 days before being redacted.

Limited Liability

Persona strives to ensure the information provided by Copilot is accurate and up-to-date. However, Persona does not guarantee the accuracy, completeness, or reliability of AI-generated responses, and they are provided on an ‘as-is’ basis.

Persona disclaims liability for any actions taken based on Copilot responses. Users assume full responsibility for their decisions and actions, especially where critical business, legal, or compliance matters are involved.