Contexts
The AI side panel can be accessed from every page and automatically pulls in context within certain resources. This makes it easy for your team to navigate around the app and automatically begin engaging with the Ravenna AI chat panel based on what they’re viewing.Tickets
Summarize
Analyze the entire ticket conversation to identify key discussion points, highlight important decisions, note any action items, and generate a clear, concise summary.Draft Responses
Get a head start on your replies. Ravenna AI can draft responses based on the ticket content and context, which you can then review and customize before sending.Back-and-forth
Talk with Ravenna AI about the ticket. Ask follow-up questions, request clarifications, or seek additional information to ensure you have a complete understanding of the issue at hand. You can ask it related questions about the ticket and the AI will pull from the available knowledge resources to best help you.Knowledge
Chat
You can ask Ravenna AI questions about your knowledge base. It will pull from the articles in your knowledge base to provide accurate and relevant answers.Identify Knowledge Gaps
Chatting with your knowledge base can help you identify gaps in your documentation. If Ravenna AI struggles to find answers to certain questions, it may indicate areas where additional articles or updates are needed.Internal Knowledge
Scope knowledge to Ravenna AI, this allows you to securely store, organize, and share information that is only accessible to your agents. By scoping access to your team members, you can confidently document sensitive processes, troubleshooting steps, and internal best practices without worrying about visibility outside your group. With Internal Knowledge, teams can:- Centralize critical information: Collect processes, FAQs, and decision logs in one place so team members can quickly find what they need.
- Enable faster problem-solving: Give your team immediate access to past learnings and resolutions, reducing repeated effort and speeding up issue resolution.
- Preserve organizational memory: Capture knowledge that might otherwise be lost in chat threads or individual documents, making onboarding and collaboration more efficient.
Workflows
Build a workflow
Tell Ravenna AI what you want to automate, and it will generate a workflow for you. You can then customize the workflow as needed.Troubleshoot workflow errors
If a workflow isn’t working as expected, you can ask Ravenna AI to help identify the issue. It has the full context of workflow runs and can help you understand the issue so you can apply a fix.Session history
Access and manage your past conversations with the AI assistant through the session history feature.1
Open session history
Click the icon in the Copilot panel header to open the session history sidebar. Your past conversations are organized by date.
2
Select a conversation
Click any conversation to load and continue it.
Date grouping
Date grouping
Conversations are automatically organized by recency:
- Today - Conversations from the current day
- Yesterday - Conversations from the previous day
- Last 7 days - Conversations from the past week
- Last 30 days - Conversations from the past month
- Older - Conversations older than 30 days
Managing conversations
Managing conversations
Renaming conversations
- Hover over a conversation in the history sidebar
- Click the three-dot menu icon
- Select “Rename”
- Enter a new title and press Enter or click away to save
- Press Escape to cancel renaming
- Hover over a conversation in the history sidebar
- Click the three-dot menu icon
- Select “Delete”
- The conversation is permanently removed