Filter Copilot content based on entity attributes

Important

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Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	Apr 30, 2024	-	-

Business value

Filter content automatically based on attributes from entities such as customer profile so that agents don't have to select the filters that need to be applied.

Feature details

Filters are automatically applied based on a specific field selected from a configured entity to improve filtering and minimize the mixing of content from different sources.

Administrators can configure the required entity and field in the Customer Service admin center. Copilot applies the filters based on the specified logic. For example, a customer can have a specific profile attribute such as a location. The application matches this with the corresponding field in the knowledge base entity. Copilot uses only those records that have the matching field values to generate a response. A notification is displayed to the agent when this happens so that the agent knows that a new filter was applied automatically.

See also

Set up filters (docs)