The AI Assistant, labeled AI Copilot in the thread view, works next to your team inside a thread. It researches the conversation, drafts a reply in context, and can act on your connected tools once you approve. It never replies to a customer on its own.
The AI Assistant is on every paid plan.
Where to find it
Settings > AI > AI Assistant.
Use it
Open a thread and press
Y, orCmd/Ctrl + J, to open the assistant beside the conversation.Cmd/Ctrl + Jalso opens it in the docs and changelog editors.Ask it to research the thread or draft a reply.
Review what it wrote, then edit and send.
Actions on connected tools, such as a Stripe operation or a database read, run only after you approve them.
Ground it in your own data
Connect Linear so it can file and link issues from a thread, GitHub so drafts reflect shipped commits and closed issues, and PostgreSQL for read-only queries against your database. A Custom prompt on the settings page gives it tone and context, and saves as you write.
By default it already reads your help center and your past threads.
Linear issues and thread changes
With Linear connected, ask the assistant to create or edit an issue and name any of these fields: team, status, assignee, labels, project, milestone, cycle, estimate, due date, and parent. It always files a new issue when you ask for one. If a name matches nothing, it lists the options instead of guessing. Say "none" to clear a field. It can also create and edit Linear projects, and unlink an issue from the thread. Removing an issue archives it only when that chat created it.
The assistant can also change the open thread for you: priority, status, snooze, assignee, tags, title, contact, and company. It can add internal notes too. These changes follow the same rules as an edit in the dashboard. Viewers cannot use them, and the Draft response action only drafts.
What it shows you
When an answer points at a specific button, tab, or field from a docs article, it can show a cropped screenshot from that article rather than describing the spot in words.
Every tool action is logged in the thread's activity timeline with the arguments sent to the tool.
A current limitation
The inbox does not show which sources produced a draft. Cited sources appear only on the customer side, in the widget, when the Productlane Agent answers someone directly.