How do suggested first replies work in my tickets?

Question

I turned on suggested first replies in agent copilot. How does the feature work in my tickets?

Answer

Suggested first replies is a feature in agent copilot that helps agents draft the first reply in a ticket. It uses articles and macros to suggest a reply that you can review and send.

The feature uses all articles that the agent who views the ticket can see for the ticket’s group and brand. Ticket requesters must also be able to see those articles. It also uses all available macros, shared or personal, that are active and include a public comment.

For language, the feature uses the ticket’s language to suggest macros that fit the context. If multiple macros share the same name in different languages, the feature prioritizes the conversation history with the ticket requester to choose the language. If a language spans multiple regions, the feature ensures the language is correct, but does not automatically select a region.