Viewing and managing procedures for auto assist

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<p id="docs-hc-snippet" style="display: none;">Procedures are the sets of written steps thatauto assistshould follow when suggesting replies, custom actions, macros, or direct instructions to agents in a ticket.</p>
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<p id="docs-ai-summary-content">You can view, sort, filter, edit, unpublish, and delete auto assist procedures in Knowledge admin. Published procedures show 30-day metrics like ticket usage, acceptance rate, and edit rate, helping you improve suggested replies, custom actions, and agent guidance. AI-generated drafts can also be reviewed with their source content before publishing.</p>
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<p class="p">Procedures are the sets of written steps that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">auto assist</a> should follow when suggesting replies, custom
actions, macros, or direct instructions to agents in a ticket. </p>
<p class="p">You can view and manage procedures in Knowledge admin after they're <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178#topic_efr_gbc_xhc" target="_blank">automatically generated by AI as drafts</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">manually created by you or another admin</a>.
Procedures can be edited, unpublished, and deleted, or you can quickly navigate to a
specific procedure by sorting and filtering.</p>
<p class="p">For procedures that have been published for at least 30 days, you can see key metrics
about how frequently auto assist uses each procedure and how often agents accept or edit
auto assist’s suggestions.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_auto_assist_procedures__ul_y2r_q44_xcc">
<li class="li"><a class="xref" href="#topic_v3q_wyb_qgc">Viewing and finding procedures</a></li>
<li class="li"><a class="xref" href="#topic_pd3_k44_xcc">Editing a procedure</a></li>
<li class="li"><a class="xref" href="#topic_hst_k44_xcc">Unpublishing a procedure</a></li>
<li class="li"><a class="xref" href="#topic_udm_l44_xcc">Deleting a procedure</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_auto_assist_procedures__ul_gns_p44_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto
assist</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810823284122" target="_blank">Viewing published procedure revisions and
restoring a previous version</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_v3q_wyb_qgc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing and finding procedures</h2>
<div class="body">
<p class="p">From the Procedures page in Knowledge admin, you can view your draft and published
procedures for auto assist </p>
<div class="p">
<strong class="ph b">To view and find procedures</strong><ol class="ol" id="topic_v3q_wyb_qgc__ol_fyy_czb_qgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click
<strong class="ph b">Content</strong> (<img class="image" id="topic_v3q_wyb_qgc__image_qyd_xrx_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select
<strong class="ph b">Procedures</strong>.</span></li>
<li class="li">
<p class="p">Your draft and published procedures are displayed in a list.</p>
<p class="p"><img class="image img-screenshot" id="topic_v3q_wyb_qgc__image_hln_b1c_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedures_view_metrics.png" width="600"></p>
<p class="p">If a procedure draft was automatically generated by AI, it displays the
"AI generated" status.</p>
<p class="p"><img class="image img-screenshot" id="topic_v3q_wyb_qgc__image_scn_dhf_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedure_status.png" width="400"></p>
<div class="p">Your published procedures display the following metrics:<ul class="ul" id="topic_v3q_wyb_qgc__ul_ghk_m1c_qgc">
<li class="li">
<strong class="ph b">Tickets</strong>: Number of times auto assist applied the
procedure to tickets in the last 30 days.</li>
<li class="li">
<strong class="ph b">Acceptance rate</strong>: How often agents accepted auto assist
suggestions from the procedure in the last 30 days.</li>
<li class="li">
<strong class="ph b">Edit rate</strong>: How often agents edit auto assist suggestions
from the procedure in the last 30 days.</li>
</ul>
</div>
</li>
<li class="li">In the upper-right of the procedures list, click the <strong class="ph b">Show and hide
columns</strong> icon (<img class="image" id="topic_v3q_wyb_qgc__image_rw5_yct_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_hide_columns_icon.png" width="18">) to choose which columns to
display.</li>
<li class="li">Click to select or deselect the columns you want to show or hide from the
list.<p class="p"><img class="image img-screenshot" id="topic_v3q_wyb_qgc__image_sw5_yct_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedures_show_hide_columns.png" width="200"></p>
<p class="p">At the top of a column header, click the sort icon (<img class="image" height="12" id="topic_v3q_wyb_qgc__image_tw5_yct_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort.png" width="8">) to sort the
list.</p>
</li>
<li class="li">Click <strong class="ph b">Filters</strong>, then select <strong class="ph b">Brands</strong> or <strong class="ph b">Status</strong>.<p class="p"><img class="image img-screenshot" id="topic_v3q_wyb_qgc__image_gn1_qk3_zhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procdures_filter_status.png" width="400"></p>
<p class="p">You can filter by brand if your account uses <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple brands</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_v3q_wyb_qgc__image_vsd_mck_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedures_filter_brands.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pd3_k44_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Editing a procedure</h2>
<div class="body">
<p class="p">You can edit both draft and published procedures, including AI-generated procedure
drafts.</p>
<p class="p">When editing a published procedure, you can view its 30-day performance metrics and
the specific tickets that were assisted by the procedure. You may want to use this
information to identify how the procedure could be improved and optimized.</p>
<p class="p"><strong class="ph b">To edit an existing procedure</strong></p>
<div class="p">
<ol class="ol" id="topic_pd3_k44_xcc__ol_ekl_2w4_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click
<strong class="ph b">Content</strong> (<img class="image" id="topic_pd3_k44_xcc__image_qyd_xrx_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select
<strong class="ph b">Procedures</strong>.</span></li>
<li class="li">Click the name of the procedure you want to update. <p class="p">If the procedure is
an AI-generated draft, you can view the sources that were used to
generate it on the right-hand side of the screen.</p>
<p class="p"><img class="image img-screenshot" id="topic_pd3_k44_xcc__image_rdw_vl3_zhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedures_sources.png" width="600"></p>
<p class="p">If the procedure has been published for at least 30 days, the
<strong class="ph b">30-day performance</strong> metrics display on the right-hand side of
the screen.</p>
<p class="p"><img class="image img-screenshot" id="topic_pd3_k44_xcc__image_rbr_rxc_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedure_edit_view_metrics.png" width="600"></p>
<div class="p">From here, you
can:<ul class="ul" id="topic_pd3_k44_xcc__ul_wbb_nyc_qgc">
<li class="li">View information about how many tickets were assisted by the
procedure, as well as the percentages of auto assist suggestions
that were accepted or edited by agents in the last 30 days.</li>
<li class="li">Click <strong class="ph b">View in Analytics</strong> to open the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258#topic_z5s_jj5_fgc" target="_blank">Auto assist tab of the
Zendesk Copilot: Agent productivity dashboard</a>. This
dashboard allows you to drill deeper on procedure performance
metrics. </li>
<li class="li">View a list of the specific tickets assisted by the procedure.
Hover over a ticket to view a summary. </li>
</ul>
</div>
<p class="p">This information can help you pinpoint areas where the
procedure could be improved as you edit its content.</p>
</li>
<li class="li">Update the procedure’s name, content, or associated brands as needed.</li>
<li class="li">Click <strong class="ph b">Publish</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hst_k44_xcc">
<h2 class="title topictitle2" id="ariaid-title4">Unpublishing a procedure</h2>
<div class="body">
<p class="p">Unpublishing a procedure allows you to retain the content (nothing is deleted), but
auto assist won’t offer agents suggestions based on that procedure until you publish
the procedure again. </p>
<p class="p"><strong class="ph b">To unpublish a procedure</strong></p>
<div class="p">
<ol class="ol" id="topic_hst_k44_xcc__ol_bcp_nw4_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click
<strong class="ph b">Content</strong> (<img class="image" id="topic_hst_k44_xcc__image_qyd_xrx_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select
<strong class="ph b">Procedures</strong>.</span></li>
<li class="li">For the procedure you want to unpublish, click the options menu (<img class="image" height="16" id="topic_hst_k44_xcc__image_ixz_sw4_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) and select
<strong class="ph b">Unpublish</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_udm_l44_xcc">
<h2 class="title topictitle2" id="ariaid-title5">Deleting a procedure</h2>
<div class="body">
<p class="p">If you no longer need a procedure, you can delete it. As with unpublishing a
procedure, deleting a procedure ensures that auto assist will no longer advise
agents based on the instructions within the procedure. Deleting a procedure is
permanent, and its contents cannot be recovered. </p>
<p class="p"><strong class="ph b">To delete a procedure</strong></p>
<div class="p">
<ol class="ol" id="topic_udm_l44_xcc__ol_z3y_xw4_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click
<strong class="ph b">Content</strong> (<img class="image" id="topic_udm_l44_xcc__image_qyd_xrx_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select
<strong class="ph b">Procedures</strong>.</span></li>
<li class="li">For the procedure you want to delete, click the options menu (<img class="image" height="16" id="topic_udm_l44_xcc__image_q1r_zw4_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) and select
<strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete procedure</strong> in the confirmation dialog.</li>
</ol>
</div>
</div>
</div>
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