AI Operator

What is AI Operator?

AI Operator is a conversational AI agent built into ChatSpark that lets you understand, manage, and improve your customer operations in plain language. Instead of navigating dashboards and settings pages, you ask Operator what you want to know or do, and it handles the rest.

AI Operator works across every area of ChatSpark: analytics, agent configuration, training, AI Inbox management, AI Actions, team management, and CoPilot scheduling. It reads live data from your workspace and proposes changes for your approval before anything takes effect.

Getting started

Click AI Operator in the left sidebar to open the panel. The first time you open it, Operator loads a live snapshot of your workspace and shows you what it can help with right now. You will see metrics like your AI resolution rate, unassigned assists, and any knowledge gaps it has detected.

From there, ask anything in plain language. A few examples:

• Show me this week's full performance report
• Update my AI agent personality to be more concise and professional
• Close all open assists that have had no new messages in 48 hours
• What are my top escalation topics this month?
• Send me a daily inbox summary to Slack

You can also open AI Operator from anywhere in the admin using the keyboard shortcut Cmd + Shift + O (Mac) or Ctrl + Shift + O (Windows).

What Operator can do

Analytics and insights

Ask Operator about resolution rates, CSAT trends, topic breakdowns, knowledge gaps, inbox performance, or per-agent workload. Results appear as animated charts and metric cards directly in the panel. Every answer includes a specific next action suggestion so you always have a clear path forward.

Agent configuration

Update your AI agent personality, rules, and welcome message. Generate new personality drafts based on your training data. Manage proactive triggers, page-specific prompt rules, suggested messages, and A/B test variants.

Training and knowledge

Review and approve training suggestions, promote resolved inbox conversations to training data, add URL and text training sources, and edit or remove Q and A pairs. Operator scores every training suggestion before proposing it so you can see the quality and any potential conflicts before you approve.

AI Inbox management

Assign, close, prioritize, and reply to assists. Run bulk operations across hundreds of assists in a single command. Manage automation rules, canned responses, labels, CSAT settings, webhooks, and email branding. Trigger pattern analysis to surface recurring issues in recent escalations.

AI Actions management

Ask Operator to connect any AI Action by name. It surfaces the full setup form right inside the Operator panel. Fill in your API credentials or complete the OAuth flow for providers like Shopify, Salesforce, Google Calendar, or Calendly. Your credentials go directly into encrypted storage and never pass through the AI. Once connected, Operator can manage, update, and toggle your actions at any time.

Inbox integrations management

Ask Operator to connect a telephony or help desk integration by name. The setup form appears inline in the panel. For phone integrations like Dialpad, Aircall, Twilio, RingCentral, or Vonage, enter your API credentials, test the connection, and add each line. For help desk migrations like Zendesk, Freshdesk, Intercom, or HelpScout, connect your account and run the import from the same card. Once a phone line or account is connected you can toggle it on or off, remove it, or trigger re-imports without leaving Operator.

Team management

Invite team members, update roles and availability, view and cancel pending invitations, and create or revoke API keys. API key values are never shown in the Operator panel. After creating a key, view it in Settings under API Keys where it is shown once.

CoPilot and background monitoring

Connect Operator to a Slack, WhatsApp, or Telegram CoPilot channel and ask it to schedule recurring briefings. Operator creates the schedule and delivers every report automatically with no further action from you. You can manage, update, or cancel any briefing at any time by asking Operator or visiting CoPilot settings.

Recurring briefing types you can request:

• Daily inbox summary. Unassigned assist count, AI resolution rate, and new escalations since yesterday.
• Weekly performance digest. AI resolution rate vs. the prior week, CSAT trend, volume change, and top escalation topic.
• Weekly knowledge gap report. Top unanswered questions from the past 7 days that have no matching training coverage.
• Monthly ROI summary. Cost savings, AI deflection rate, total assists handled, and training improvements applied.

Operator also creates automatic one-off follow-ups after certain actions. These do not count against your briefing quota.

• 7-day training impact. After you approve training suggestions, Operator follows up 7 days later with a report showing how those changes moved your AI resolution rate. It snapshots the baseline rate at approval time so the comparison is accurate.
• Post-bulk-close update. After you bulk-close 50 or more assists, Operator checks back 48 hours later to confirm the queue cleared and report the current unassigned count.

Recurring briefings count toward your CoPilotSchedule quota: 3 per agent on Plus, 10 per agent on Pro, and unlimited on Enterprise. Automatic one-off follow-ups are separate and do not use quota slots.

The proposal system

Every write operation flows through an approval step. When you ask Operator to make a change, it returns a proposal card showing the current value and the proposed value side by side. Nothing changes until you click Approve.

For compound proposals (multiple changes in one request), Operator shows each individual change in the card. One Approve executes all of them. You always know exactly what you are approving before it happens.

Bulk operations show the estimated number of records that will be affected so you can confirm the scope before approving.

Snapshots and restore

Every Operator write captures a before-state snapshot before executing the change. If something goes wrong or you change your mind, open AI Operator History from the clock icon in the panel header. Find the action in the feed, review the before state, and click Restore. The restore flows through the same approval process as any other write.

Snapshot retention by plan:

• Pro: 30 days
• Enterprise: 90 days

URL-based training sources restore by re-scraping the current page content, which may differ from the original indexed version. File-based training sources are preserved during the retention window and fully restored. After the retention window expires, the restore button is disabled.

Background monitoring

Connect Operator to a CoPilot channel and ask it to schedule any briefing type in plain language. Say "send me a daily inbox summary to Slack at 8am" and Operator creates the recurring schedule immediately. You can add, update, or remove schedules at any time by asking Operator.

For users with multiple CoPilot agents, Operator understands which agents have which channels connected. If you have a Sales CoPilot on Slack and a Support CoPilot on WhatsApp, Operator uses the right channel for each agent automatically. You can always specify a channel if you want to override the default.

Learning Mode converts repeatable one-time commands into recurring schedules. After you run an inbox report or approve a bulk action, Operator asks whether you want to schedule it automatically. If you accept, it creates the schedule using the same logic as the original command. You can decline and the offer will not appear for that action again.

Plan availability

Pro includes: analytics and insights, agent configuration, training management, AI Inbox management, AI Action and integration management, team management, CoPilot schedule management, and Operator Monitoring Briefings (up to 10 per agent). Automatic one-off follow-ups are included.

Enterprise adds: automation rules, pattern analysis, manager summary, team scheduling and workload tools, audit log access, 90-day snapshot retention, and unlimited Operator Monitoring Briefings. Enterprise managers get a version scoped to AI Inbox tools only.

Frequently asked questions

Can AI Operator connect a new AI Action?

Yes. Ask Operator to connect an AI Action by name and it shows the setup form inline. For OAuth-based providers, a small sign-in window opens and closes on its own when the connection is complete. You stay in the Operator panel the entire time.

Can AI Operator connect a new integration?

Yes. Ask Operator to connect a telephony or help desk integration and the setup form appears inside the panel. Enter your credentials, test the connection, and save. You never leave the Operator panel.

Can AI Operator upload training files?

No. File uploads are handled in the Training section. Operator can add URL and text training sources and promote inbox conversations to training data.

What happens if I want to undo a change Operator made?

You have 30 seconds to undo immediately after any write. After that, open AI Operator History from the clock icon in the panel header and restore within your plan's retention window.

Can Operator see data from other workspaces?

No. Operator only has access to the workspace belonging to your authenticated account.

Who on my team can use AI Operator?

Owners and admins on Pro or Enterprise plans. Enterprise managers get a version scoped to AI Inbox tools. Support and CoPilot users access the Help Center instead.

Are my conversations with Operator stored?

Yes. Conversation history is stored server-side so Operator can remember context across messages in the same session. History is retained for 24 hours per session and is never shared across team members or workspaces. Operator conversations are processed by OpenAI via the API.

What types of briefings can Operator schedule?

Daily inbox summaries, weekly performance digests, weekly knowledge gap reports, and monthly ROI summaries. Just ask for the one you want and specify a delivery time. Operator creates the schedule, connects it to your CoPilot channel, and starts delivering on the next matching time.

Do Operator briefings count against my CoPilot schedule limit?

Yes. Recurring briefings you create through Operator draw from the same quota as CoPilot scheduled briefings you create manually. Pro allows up to 10 per agent and Enterprise is unlimited. Automatic one-off follow-ups, like the 7-day training impact report, are separate and do not use a quota slot.

What is Learning Mode?

After you run a report or approve a bulk action, Operator asks if you want to schedule it as a recurring task. You pick a frequency and it creates the briefing automatically. You can decline and the offer will not appear again for that action. You can cancel any schedule you created through Learning Mode the same way you cancel any other briefing.

What happens after I approve training suggestions?

Operator records the current AI resolution rate at approval time and creates a follow-up scheduled for 7 days later. When the follow-up fires, it compares the current rate to the baseline and delivers the result to your CoPilot channel. No setup required. This only fires if you have an active CoPilot channel connected.