Using the updated auto assist experience (EAP)

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<p id="docs-hc-snippet" style="display: none;">The updated auto assist experience makes it easier to set up auto assist, use it on the right tickets, and see value faster. It includes guided onboarding, confidence mode, and an updated composer. After setup, you can review auto assist performance on the updated Auto assist page in Admin Center.</p>
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Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
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The updated auto assist experience offers a guided setup wizard, confidence-based
suggestion mode, and an improved composer that lets you type while suggestions
generate. You can configure access, review AI-generated procedures, and monitor
performance metrics like acceptance rate and ticket coverage. This helps
you tailor auto assist to your team's needs and improve support efficiency
with relevant, real-time AI suggestions.
</p>
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<div class="note attention">
<span class="attentiontitle"></span> The updated auto assist experience is currently in an early access
program (EAP). You can <a class="xref" href="https://forms.gle/pAHZcrXurp5Vu2CV8" target="_blank">sign up for the EAP here</a>.</div>
<p class="p">The updated auto assist experience makes it easier to set up auto assist, use it on the
right tickets, and see value faster. It includes guided onboarding, confidence mode, and
an updated composer. After setup, you can review auto assist performance on the updated
Auto assist page in Admin Center.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="auto_assist_eap_onboarding__ul_toc">
<li class="li"><a class="xref" href="#topic_tmh_1xb_gjc">What's included in the EAP</a></li>
<li class="li"><a class="xref" href="#topic_setting_up">Using the auto assist onboarding</a></li>
<li class="li"><a class="xref" href="#topic_reviewing_performance">Reviewing auto assist performance</a></li>
<li class="li"><a class="xref" href="#topic_composer">Using the updated auto assist composer</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="auto_assist_eap_onboarding__ul_related">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">About auto assist</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to solve tickets</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tmh_1xb_gjc">
<h2 class="title topictitle2" id="ariaid-title2">What's included in the EAP</h2>
<div class="body">
<p class="p">Your account must be enrolled in the EAP to access the updated auto assist experience
in Admin Center and use the updated composer.</p>
<p class="p">This EAP includes the following updates to auto assist:</p>
<ul class="ul" id="topic_tmh_1xb_gjc__ul_rs4_5wq_jjc">
<li class="li">
<strong class="ph b">Streamlined onboarding</strong>: A guided setup flow that helps you configure auto
assist, review AI-generated procedure drafts, and turn on suggestion modes.</li>
<li class="li">
<strong class="ph b">Confidence mode</strong>: A new suggestion mode that generates suggestions only
when auto assist is confident they're correct. It learns in real time from agent
interactions and doesn't require the <code class="ph codeph">agent_copilot_enabled</code>
tag.</li>
<li class="li">
<strong class="ph b">Updated auto assist composer</strong>: An updated composer that lets agents
continue typing while auto assist generates a suggestion in the background.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_setting_up">
<h2 class="title topictitle2" id="ariaid-title3">Using the auto assist onboarding</h2>
<div class="body">
<p class="p">Use the setup onboarding to configure auto assist for your account. If you’ve already
configured auto assist, you can use this onboarding to review your current auto
assist setup. </p>
<div class="p">
<strong class="ph b">To start the auto assist setup onboarding</strong>
<ol class="ol" id="topic_setting_up__ol_start_wizard">
<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_setting_up__image_r4r_vg1_s2c" 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"><img class="image img-screenshot" id="topic_setting_up__image_wm1_5fb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setup_wizard.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Review auto assist setup</strong>. <div class="p">The onboarding includes the
following steps:<ul class="ul" id="topic_setting_up__ul_f53_tw3_gjc">
<li class="li"><a class="xref" href="#topic_step1_sources">Reviewing your sources</a></li>
<li class="li"><a class="xref" href="#topic_if1_r2b_gjc">Choosing access and suggestion modes</a></li>
<li class="li"><a class="xref" href="#topic_step3_procedures">Adding procedures</a></li>
</ul>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_step1_sources">
<h3 class="title topictitle3" id="ariaid-title4">Reviewing your sources</h3>
<div class="body">
<p class="p">Auto assist uses knowledge sources and your ticket content to find resolutions.
Review the sources currently available in your account.</p>
<p class="p"><strong class="ph b">To review your sources</strong></p>
<ol class="ol" id="topic_step1_sources__ol_dxb_hw3_gjc">
<li class="li">Review the sources listed in the onboarding.<p class="p"><img class="image img-screenshot" id="topic_step1_sources__image_llz_2gb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setup_step1.png" width="600"></p>
<p class="p">The more relevant sources available, the better auto assist
suggestions will be.</p>
<p class="p">Sources can include:</p>
<ul class="ul" id="topic_step1_sources__ul_sources">
<li class="li">
<strong class="ph b">Procedures</strong>: Step-by-step guidance written by admins that auto
assist follows when suggesting replies. See <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">
<strong class="ph b">Public articles</strong>: Help center articles published in your
account.</li>
<li class="li">
<strong class="ph b">Tickets</strong>: Ticket content from your account, which auto assist
can use when generating suggestions.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_if1_r2b_gjc">
<h3 class="title topictitle3" id="ariaid-title5">Choosing access and suggestion modes</h3>
<div class="body">
<p class="p">Choose which agents can use auto assist and how auto assist generates
suggestions.</p>
<p class="p"><strong class="ph b">To choose access and suggestion modes</strong></p>
<ol class="ol" id="topic_if1_r2b_gjc__ol_cp3_1x3_gjc">
<li class="li">In the <strong class="ph b">Who has access</strong> menu, select the groups that should have access
to auto assist. By default, all groups have access.<p class="p"><img class="image img-screenshot" id="topic_if1_r2b_gjc__image_d1f_ngb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setup_step2.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">Suggestion modes</strong>, turn on the suggestion mode or modes you want
to use. You can turn on one or both suggestion modes.<p class="p">The available
suggestion modes include:</p>
<ul class="ul" id="topic_if1_r2b_gjc__ul_suggestion_modes">
<li class="li">
<strong class="ph b">Based on confidence</strong>: Auto assist shows suggestions only when
it's confident they're correct. It evaluates every ticket before
generating a suggestion and learns in real time from how agents
interact with suggestions. This mode doesn't require ticket
tagging.</li>
<li class="li">
<strong class="ph b">Based on tag</strong>: Auto assist shows suggestions for all tickets
with the <code class="ph codeph">agent_copilot_enabled</code> tag. This is the
existing suggestion mode. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto
assist</a> for information on setting up the tag.</li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> If you turn on both suggestion modes, tag-based mode continues to
work for tickets with the <code class="ph codeph">agent_copilot_enabled</code> tag and
confidence mode applies to all other tickets. Keeping both on helps
preserve your existing workflows while you evaluate confidence
mode.</div>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_step3_procedures">
<h3 class="title topictitle3" id="ariaid-title6">Adding procedures</h3>
<div class="body">
<p class="p">Review AI-generated procedure drafts based on a sample of your tickets, or create
a procedure manually. Procedures improve reply quality and resolution speed.</p>
<p class="p"><strong class="ph b">To add procedures</strong></p>
<div class="p">
<ol class="ol" id="topic_step3_procedures__ol_d5x_my3_gjc">
<li class="li">If procedure drafts are available:<ol class="ol" id="topic_step3_procedures__ul_egx_sy3_gjc" type="a">
<li class="li"> Click <strong class="ph b">Review</strong> to open and review a draft in Knowledge
admin. </li>
<li class="li">(Optional) Edit the draft as needed.</li>
<li class="li">Click <strong class="ph b">Publish</strong> to make the procedure available for auto
assist.</li>
<li class="li">Continue reviewing and publishing drafts, or leave a draft
unpublished to review later.<p class="p">You can access all drafts from
the Procedures page in Knowledge admin.</p>
</li>
</ol>
<p class="p"><img class="image img-screenshot" id="topic_step3_procedures__image_rxr_bvb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setup_step3.png" width="600"></p>
</li>
<li class="li">If your account doesn't have enough ticket history and you don't see any
procedure drafts, click <strong class="ph b">Create procedure</strong> to create a procedure
manually. <p class="p"><img class="image img-screenshot" id="topic_step3_procedures__image_ks1_qvb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_setup_step3a.png" width="600"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating procedures for auto
assist</a> for more information.</p>
</li>
<li class="li">Click <strong class="ph b">Finish setup</strong>.<p class="p">The new Auto assist page opens.</p>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_reviewing_performance">
<h2 class="title topictitle2" id="ariaid-title7">Reviewing auto assist performance</h2>
<div class="body">
<p class="p">After setup, the Auto assist page gives you an overview of auto assist performance
and the sources it uses.</p>
<p class="p"><strong class="ph b">To check auto assist performance</strong></p>
<ul class="ul" id="topic_reviewing_performance__ol_q4f_4z3_gjc">
<li class="li">From the updated Auto assist page in Admin Center, you can do the following:<ul class="ul" id="topic_reviewing_performance__ul_ofw_vz3_gjc">
<li class="li">Review your <strong class="ph b">7-day performance</strong> data, which includes your
acceptance rate (how often agents approve auto assist suggestions) and
ticket coverage (the percentage of tickets where auto assist generated a
suggestion).</li>
<li class="li">Click <strong class="ph b">View dashboard</strong> to open the Explore analytics
dashboard.</li>
<li class="li">Review your list of <strong class="ph b">Sources</strong> available to auto assist, with
acceptance rate and source coverage broken down by source type.</li>
<li class="li">Click <strong class="ph b">Settings</strong> in the top-right corner to update your access or
suggestion modes.<p class="p"><img class="image img-screenshot" id="topic_reviewing_performance__image_vtg_twb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assit_new_page.png" width="600"></p>
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_composer">
<h2 class="title topictitle2" id="ariaid-title8">Using the updated auto assist composer</h2>
<div class="body">
<p class="p">The updated auto assist composer is available to all agents with permission to use
auto assist.</p>
<p class="p"><strong class="ph b">To use the updated auto assist composer</strong></p>
<ol class="ol" id="topic_composer__ol_sqg_fzb_gjc">
<li class="li">In the Agent Workspace, open a ticket.</li>
<li class="li">Start typing a reply, or wait for auto assist to generate a suggestion.<ul class="ul" id="topic_composer__ul_qgd_ccj_gjc">
<li class="li">
<strong class="ph b">If you're typing a reply</strong>: Auto assist works in the background to
generate a suggestion. While a suggestion is being generated, the auto
assist icon in the upper-right corner of the composer displays three
animated dots. When the suggestion is ready, click the auto assist icon
in the upper-right corner of the composer.<p class="p"><img class="image img-screnshot" id="topic_composer__image_elg_dcj_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_eap_composer.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">If you aren't typing a reply</strong>: The auto assist suggestion appears
automatically in the composer.<p class="p"><img class="image img-screenshot" id="topic_composer__image_zqf_c1c_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_eap_composer_reply.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">Review the suggestion, then click <strong class="ph b">Edit</strong> or <strong class="ph b">Approve</strong>.</li>
</ol>
<p class="p">For more information about reviewing and approving auto assist suggestions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to solve tickets</a>.</p>
</div>
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