Training your Copilot on real platform cases allows it to understand customer interactions and respond with higher accuracy. 

Follow these steps to add platform cases: 

1. Click the Configure button in the Platform Cases section. 

2. Click Add Platform Cases. 

3. On the Choose Platform Cases screen, configure the following: 

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• Title: Enter a name for the case group. 

• Enable Auto Sync: Toggle this setting to keep content updated automatically. Specify sync frequency in minutes, days, or weeks. 

• Filter Cases: 

  • Case Modified in Last: Define a time window for recently updated cases. 

  • Exclude Cases Modified in Last: Optionally exclude very recent updates. 

• Case Filters: Apply filters using case-level properties such as Case Number, Agent, Account, User, or Sentiment. 

  • Select Field, Operator, and Value: Define conditional logic for each filter. 

4. Click Save to add the selected platform cases.