AI auto assist isn't giving suggestions from procedures or help center articles

Issue symptoms

When I use AI auto assist to get suggestions, I encounter an error saying that auto assist isn't able to suggest anything because no procedure is available.

Auto assist doesn’t suggest relevant replies, macros, or actions from my help center. Instead, it gives generic responses that don’t fit my business, even when the customer’s questions are clear.

Root cause

This issue means auto assist cannot find a matching procedure for your customer's request. For context:

Auto assist relies on procedures created by admins to provide useful suggestions tailored to your business.

When no relevant procedure exists, it attempts to provide suggestions based on public help center articles in the ticket’s brand and language. If no public articles exist, it defaults to its base LLM (large language model) which may provide less accurate responses.

Resolution steps

To resolve this, follow these steps:

Step 1: Verify your procedures

Review Admin Copilot proactive recommendations: Use the Proactive Recommendations page or the Conversational Assistant in the Admin Center to optimize your auto assist setup. Admin Copilot requires the Copilot add-on.

Check if there are any procedures that match the topics your customers raise

Confirm procedures are associated with the correct brands and languages

If no procedures exist, you must create them to enable auto assist to suggest accurate solutions

Step 2: Review your help center articles

Ensure that relevant articles are published publicly and tagged correctly

Confirm articles use consistent product names and terminology to help auto assist match them effectively

Step 3: Create and publish procedures

Use existing internal agent documentation as a starting point

Write clear, concise, step-by-step instructions directed at agents

Include actions or macros to automate ticket updates or replies where possible

Publish procedures and associate them properly to brands

Step 4: Test your procedure before publishing

Use the testing tools in Zendesk to validate the procedures actually appear as suggestions in tickets

Refine steps to make them clearer if auto assist does not suggest your procedure

For more information, see this article: Using auto assist to solve tickets.