Turning on and configuring auto assist

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.


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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 agent_copilot_enabled 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.




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.
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.
This article contains the following topics:

Turning auto assist on
Configuring auto assist on messaging or email channels using tags added by ticket triggers
Next steps: Creating auto assist procedures and actions

Related articles:
About auto assist




Turning auto assist on

You can turn on auto assist and configure who has access in Admin Center.

Note: If you've turned on both suggested first replies and auto assist, note that auto
assist suggestions take precedence over suggested first replies and are offered
first.
To turn on and configure access to auto assist


In Admin Center, click
AI in the sidebar, then select Agent copilot > Auto assist.
Select Show auto assist replies and actions in the agent composer.

In the Who has access field, search for and select the groups that
should be able to use the suggested replies feature. By default, all groups
have access.
Click Save. To configure which channels and tickets auto assist can
work on, add a tag using a
ticket trigger. With this setup, auto assist is available to
an agent when the conditions specified within your trigger are
met.

Note: 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 Configuring auto assist to work with
messaging tickets originated from AI agents (Legacy).







Configuring auto assist on messaging or email channels using tags added by ticket triggers

Configure auto assist on messaging or email channels by using tags that are added by
ticket triggers. This configuration method works by setting the
agent_copilot_enabled tag on tickets based on specified conditions.
Auto assist can't be configured on the chat or voice channels.
Tickets must have the agent_copilot_enabled tag for auto assist suggestions to
appear in the Agent Workspace.
For example, you could create a trigger that adds the auto assist tag to tickets that
have a specific intent predicted by intelligent
triage. Assuming you create a procedure 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.
To create a trigger that adds the auto assist tag to tickets

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Click Add trigger.
In Trigger name, enter a descriptive name for your trigger.
(Optional) Enter a Description for your trigger.
(Optional) Select a Category for your trigger.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:

Ticket > Ticket status | Is | New


Ticket > Tags | Contains none of the following |
agent_copilot_enabled
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.



Under Meet ANY of the following conditions, add the following conditions:

(Optional) Ticket > Channel | Is | <select the channel
you want the trigger to work on> 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.

(Optional) Ticket > Intent | Is | <select an intent you
have created a procedure for> 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.



In the Actions pane, add the following action:

Ticket > Add tags | agent_copilot_enabled

(Optional) Add another tag to identify which procedure you’ve created for
auto assist to follow in this situation (for example,
copilot_order_cancellation). Later, you can create an Explore report that
uses this tag to identify tickets where a specific procedure was
followed on a ticket.


Click Create.

For more help with triggers, see Creating ticket triggers for automatic ticket updates and
notifications.



Next steps: Creating auto assist procedures and actions

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:


Creating procedures for auto assist


Creating custom actions for auto assist and
action flows