> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/capabilities/in-note-command.md).

# In-note Commands

In-note commands let your team call Aissist's AI from an internal note in a ticket - to analyze, summarize, translate, rephrase and send, or score the conversation.

*Last updated: October 25, 2026*

In-note commands put the AI to work for your team inside a ticket, on demand. An agent writes a short internal note, and the AI analyzes, summarizes, translates or evaluates the conversation and answers in the ticket. This is Aissist's **Co-Pilot** mode.

### Why it matters

* **Help where your team already works.** No switching tools: the command and its result live in the ticket.
* **Consistent wrap-up.** Every agent gets the same structured summary or contact reason, written the same way.
* **Faster replies in any language.** Agents write in their own words; the AI rephrases and translates into the customer's language.
* **The AI assists, your people decide.** Useful for sensitive conversations you do not want on **Auto-Pilot**.

### Command types

| Type                              | What it does                                                                                                       |
| --------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Analyze** (most common)         | Analyzes the conversation, extracts key information and writes it in a note. Can also update help desk attributes. |
| **Summarize**                     | Summarizes the conversation in a note.                                                                             |
| **Translate**                     | Translates the input into the language of the conversation, and can send it directly.                              |
| **Rephrase, Translate Then Send** | Rephrases what the agent wrote in the customer's language and sends it.                                            |
| **Evaluate**                      | Scores (QA) the conversation with a linked evaluation set.                                                         |

The type cannot be changed after the command is created.

### What a command can use

* **Command Text** - the instruction the AI follows, such as "identify the customer's contact reason" or "summarize the destination, travel duration and phone model". Be specific about the fields you want.
* **Enable Schema** (Analyze, Summarize) - output a structured JSON object, with an optional **JSON Schema**.
* **Update Agent Platform** (Analyze, Evaluate) - write the extracted values to attributes in your help desk. Each attribute name must match the help desk exactly; if an attribute only accepts values from a list, include the full list in the command text.
* **Send to User** (Translate, Rephrase) - send the result to the customer instead of only writing a note.
* **Enable Assets** and **Enable Actions** (Analyze, Rephrase) - let the command use the workspace's knowledge, and the actions you select, for example to look up an order before writing a reply.
* **Evaluation** (Evaluate) - the evaluation set the conversation is scored against. This is also how [Agent Insight](/capabilities/agent-insight.md) scores a single conversation on demand.

### Previous conversations

A command reads more than the current ticket. On Zendesk, Freshdesk, Intercom, Front, Gorgias, Kustomer and Salesforce, the customer's most recent previous conversations or tickets (up to three) are included as context. An agent can ask for a summary that covers the customer's history, not just today's message.

### How to run a command

1. Go to **Tools → In-Note Command**, click **Add Command**, choose the type and write the command text. Each command gets an **ID**.
2. In **Deploy → Gateways**, open the gateway and turn on **Enable Co-Pilot**.
3. In a ticket, add an internal note that starts with `//` followed by the command ID:

```
// <command id>
```

Aissist finds the gateway with Co-Pilot enabled for that conversation's team or inbox, looks up the command by its ID, and posts the result as a note (or sends it, if the command is set to). Every change to a command is kept in its history.

In-note commands are not available on the free plan.

### With Ask Engine

[Ask Engine](/capabilities/ask.md) can tell you how commands are set up and what changed:

> Which in-note commands changed this week, and who changed them?

Ask Engine reads the workspace's change history, which includes commands. To check a gateway's setup:

> Which gateways have Co-Pilot turned on?

### Best practice

* Start with one **Analyze** command for contact reason or case wrap-up, and use it on every ticket for a week.
* Write the command text as a checklist of fields, with allowed values where there are any.
* Give commands clear names and descriptions so agents know which ID to use.
* Test a command on a few tickets before rolling it out to the team.

### Related

* [Gateways](/capabilities/gateways.md)
* [Agent Insight](/capabilities/agent-insight.md)
* [Evaluation](/capabilities/evaluation.md)