Turning on and configuring auto assist

<p id="docs-hc-snippet" style="display: none;">
Auto assist is an AI-powered assistant for your agents. Using large language
model (LLM) technology, auto assist understands the contents of submitted tickets
and makes suggestions to your agents on how to solve them.
</p>
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<strong>Add-on</strong>
</td>
<td>Copilot</td>
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Enable auto assist to empower agents with AI-driven suggestions for resolving
tickets. Configure access and specify channels using ticket triggers with
the <code>agent_copilot_enabled</code> tag. Ensure tickets meet conditions
for auto assist to activate. Create procedures and actions to guide agents
effectively. This setup helps streamline support and improve response times
across messaging and email channels.
</p>
</div>
<div class="body">
<p class="p">
Auto assist is an AI-powered assistant for your agents. Using large language
model (LLM)
technology, auto assist understands the contents of submitted tickets and
makes
suggestions to your agents on how to solve them.
</p>
<p class="p">
Before auto assist can help guide agents in solving tickets, you must turn
it on, specify
which agents can use auto assist, and configure which channels auto assist
works with.
</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_auto_assist__ul_pkl_px3_23c">
<li class="li">
<a class="xref" href="#topic_lqr_px3_23c">Turning auto assist on</a>
</li>
<li class="li">
<a class="xref" href="#topic_wx3_rww_xcc">Configuring auto assist on messaging or email channels using tags added by ticket triggers</a>
</li>
<li class="li">
<a class="xref" href="#topic_rdn_byh_wjc">Managing sources for auto assist</a>
</li>
<li class="li">
<a class="xref" href="#topic_egf_gbx_xcc">Next steps: Creating auto assist procedures and actions</a>
</li>
</ul>
<div class="p">
Related articles:
<ul class="ul" id="zug_ai_auto_assist__ul_kjn_mx3_23c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">About auto assist</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lqr_px3_23c">
<h2 class="title topictitle2" id="ariaid-title2">Turning auto assist on</h2>
<div class="body">
<p class="p">
You can turn on auto assist and configure who has access in Admin Center.
</p>
<p>If you're setting up auto assist for the first time, an onboarding guide will appear
to help you configure your settings.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you've turned on both
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570" target="_blank">suggested first replies</a>
and auto assist, note that auto
assist suggestions take precedence over suggested first replies and are
offered
first.
</div>
<p class="p">
<strong class="ph b">To turn on and configure access to auto assist</strong>
</p>
<div class="p">
<ol class="ol" id="topic_lqr_px3_23c__ol_cqt_trg_pgc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lqr_px3_23c__d8e1427" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Auto assist</strong>.</span>
</li>
<li class="li">
Click <strong class="ph b">Settings</strong>.
</li>
<li class="li">
Select
<strong class="ph b">Show auto assist replies and actions in the agent composer</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_lqr_px3_23c__image_ddz_l1x_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setting.png" width="600">
</p>
</li>
<li class="li">
In the <strong class="ph b">Who has access</strong> field, search
for and select the groups that
should be able to use the suggested replies feature. By default,
all groups
have access.
</li>
<li class="li">
Click <strong class="ph b">Save</strong>.
<p class="p">
To configure which channels and tickets auto assist can
work on,
<a class="xref" href="#topic_wx3_rww_xcc">add a tag using a
ticket trigger</a>.
With this setup, auto assist is available to
an agent when the conditions specified within your trigger
are
met.
</p>
<p class="p">
You can also
<a class="xref" href="#topic_rdn_byh_wjc">manage which sources</a>
auto assist uses to generate
suggestions.
</p>
<div class="note note">
<span class="notetitle">Note:</span> If you drafted or published
an AI agent before
February 2, 2025, you can configure auto assist to work on
messaging
tickets that originate from an AI agent. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696147377562" target="_blank">Configuring auto assist to work with
messaging tickets originated from AI agents (Legacy)</a>.
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wx3_rww_xcc">
<h2 class="title topictitle2" id="ariaid-title3">
Configuring auto assist on messaging or email channels using tags added by
ticket triggers
</h2>
<div class="body">
<p class="p">
Configure auto assist on messaging or email channels by using tags that
are added by
ticket triggers. This configuration method works by setting the
<em class="ph i">agent_copilot_enabled</em> tag on tickets based on specified
conditions.
</p>
<p class="p">
Auto assist can't be configured on the chat or voice channels.
</p>
<p class="p">
Tickets must have the <em class="ph i">agent_copilot_enabled</em> tag
for auto assist suggestions to
appear in the Agent Workspace.
</p>
<p class="p">
For example, you could create a trigger that adds the auto assist tag
to tickets that
have a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">specific intent predicted by intelligent
triage</a>.
Assuming you
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">create a procedure</a>
that describes how agents should
solve issues related to that intent, auto assist will be able to guide
the agent in
solving the customer’s issue.
</p>
<p class="p">
<strong class="ph b">To create a trigger that adds the auto assist tag to tickets</strong>
</p>
<ol class="ol" id="topic_wx3_rww_xcc__ol_yx3_rww_xcc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wx3_rww_xcc__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span>
</li>
<li class="li">
Click <strong class="ph b">Add trigger</strong>.
</li>
<li class="li">
In <strong class="ph b">Trigger name</strong>, enter a descriptive
name for your trigger.
</li>
<li class="li">
(Optional) Enter a <strong class="ph b">Description</strong> for
your trigger.
</li>
<li class="li">
(Optional) Select a <strong class="ph b">Category</strong> for your
trigger.
</li>
<li class="li">
In the <strong class="ph b">Conditions</strong> pane, under
<strong class="ph b">Meet ALL of the following
conditions</strong>,
add the following conditions:
<ul class="ul" id="topic_wx3_rww_xcc__ul_zx3_rww_xcc">
<li class="li">
<strong class="ph b">Ticket &gt; Ticket status</strong> |
<strong class="ph b">Is</strong> | <strong class="ph b">New</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Tags</strong> |
<strong class="ph b">Contains none of the following</strong>
|
<strong class="ph b">agent_copilot_enabled</strong>
<p class="p">
This condition ensures that your trigger will run only
once on each
ticket. The trigger will add the tag the first time it
runs, and
after that, the presence of the tag prevents the trigger
from
running again.
</p>
</li>
</ul>
</li>
<li class="li">
Under <strong class="ph b">Meet ANY of the following conditions</strong>,
add the following conditions:
<ul class="ul" id="topic_wx3_rww_xcc__ul_ay3_rww_xcc">
<li class="li">
(Optional) <strong class="ph b">Ticket &gt; Channel</strong>
| <strong class="ph b">Is</strong> | &lt;select the channel
you want the trigger to work on&gt;
<p class="p">
Repeat the condition above for
additional channels. These conditions ensure that auto
assist works
only on tickets created through certain channels. For
example, you
might not want auto assist to apply to email tickets.
</p>
</li>
<li class="li">
(Optional) <strong class="ph b">Ticket &gt; Intent</strong>
| <strong class="ph b">Is</strong> | &lt;select an intent
you
have created a procedure for&gt;
<p class="p">
Repeat the condition above for
additional intents. You don’t need to create separate
triggers for
each intent. Auto assist will be able to tell which procedure
to use
based on the contents of the customer’s request as well
as the
procedure title. Alternatively, add other conditions
that fit your
organization’s workflows.
</p>
</li>
</ul>
</li>
<li class="li">
In the <strong class="ph b">Actions</strong> pane, add the following
action:
<ul class="ul" id="topic_wx3_rww_xcc__ul_by3_rww_xcc">
<li class="li">
<strong class="ph b">Ticket &gt; Add tags</strong> |
<strong class="ph b">agent_copilot_enabled</strong>
</li>
<li class="li">
(Optional) Add another tag to identify which
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">procedure you’ve created</a>
for
auto assist to follow in this situation (for example,
copilot_order_cancellation). Later, you can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7739110419610" target="_blank">create an Explore report</a>
that
uses this tag to identify tickets where a specific procedure
was
followed on a ticket.
</li>
</ul>
</li>
<li class="li">
Click <strong class="ph b">Create</strong>.
</li>
</ol>
<p class="p">
For more help with triggers, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers for automatic ticket updates and
notifications</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rdn_byh_wjc">
<h2 class="title topictitle2" id="ariaid-title4">Managing sources for auto assist</h2>
<div class="body">
<p class="p">
Auto assist has access to procedures, tickets, and public help center
articles by
default. You can configure access to additional sources. To learn more
about auto
assist sources, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866#topic_gfy_bbh_pgc" target="_blank">Understanding auto assist sources for
suggestions</a>.
</p>
<p class="p">
Keep in mind that while auto assist can make suggestions on any topic
based on
additional sources, it's essential to use procedures to achieve the best
performance.
</p>
<div class="p">
<strong class="ph b">To manage sources for auto assist</strong>
<ol class="ol" id="topic_rdn_byh_wjc__ol_z3x_yzh_wjc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rdn_byh_wjc__d8e1427" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Auto assist</strong>.</span>
<p class="p">
Your default sources are listed. If you've connected
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796599390874" target="_blank">external knowledge
connections</a>,
such as Confluence, or set up a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">web crawler</a>,
you'll see them
listed in addition to the default sources.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_rdn_byh_wjc__image_dyq_q13_wjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_sources_list.png" width="800">
</p>
</li>
<li class="li">
To activate an external knowledge connection or web crawler,
click the
source's options menu
<img class="image" id="topic_rdn_byh_wjc__image_et3_v13_wjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">,
then select <strong class="ph b">Activate</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_rdn_byh_wjc__image_cnv_cb3_wjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_source_activate.png" width="500">
</p>
<p class="p">
If you've activated a knowledge connection which has its
permissions managed by a user segment, then you'll need to
give auto
assist access to that user segment.
</p>
</li>
<li class="li">
To give auto assist access to content restricted by a user segment,
including internal help center articles, click
<strong class="ph b">Manage sources</strong> at
upper-right of the list.
<p class="p">
<img class="image img-screenshot" id="topic_rdn_byh_wjc__image_m2b_qb3_wjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_sources_manage_internal.png" width="500">
</p>
</li>
<li class="li">
Under <strong class="ph b">Internal content</strong>, click the
menu and select the user segment
which has access to content you want to make available to auto
assist.
</li>
<li class="li">
Click <strong class="ph b">Save changes</strong>.
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_egf_gbx_xcc">
<h2 class="title topictitle2" id="ariaid-title5">Next steps: Creating auto assist procedures and actions</h2>
<div class="body">
<p class="p">
Before auto assist is fully functional for your agents, you need to create
procedures
and actions that tell auto assist how to properly guide agents in solving
tickets.
See the following articles for instructions:
</p>
<ul class="ul" id="topic_egf_gbx_xcc__ul_clp_hbx_xcc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating procedures for auto assist</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">Creating custom actions for auto assist and
action flows</a>
</li>
</ul>
</div>
</div>
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