Using the updated auto assist experience (EAP)

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 a guided setup wizard,
confidence mode, and an updated composer. After setup, you can review auto assist
performance on the updated Auto assist page in Admin Center.



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Copilot







Summary: ◀▼


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.




The updated auto assist experience is
currently in an early access
program (EAP). You can
sign up for the EAP here.


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 a guided setup wizard, confidence
mode,
and an updated composer. After setup, you can review auto assist performance
on the
updated Auto assist page in Admin Center.

This article contains the following topics:


What's included in the EAP


Using the auto assist setup wizard


Reviewing auto assist performance


Using the updated auto assist composer


Related articles:


About auto assist


Using auto assist to solve tickets




What's included in the EAP


Your account must be enrolled in the EAP to access the updated auto assist
experience
in Admin Center and use the updated composer.

This EAP includes the following updates to auto assist:


Streamlined onboarding: A guided setup
flow that helps you configure auto
assist, review AI-generated procedure drafts, and turn on suggestion
modes.


Confidence mode: 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
agent_copilot_enabled
tag.


Updated auto assist composer: An updated
composer that lets agents
continue typing while auto assist generates a suggestion in the background.





Using the auto assist setup wizard


Use the setup wizard to configure auto assist for your account. If you’ve
already
configured auto assist, you can use this wizard to review your current
auto assist
setup.


To start the auto assist setup wizard


In Admin Center, click
AI in the sidebar, then select Agent copilot > Auto assist.





Click Review auto assist setup.

The setup wizard includes the
following steps:


Reviewing your sources


Choosing access and suggestion modes


Adding procedures








Reviewing your sources


Auto assist uses knowledge sources and your ticket content to find
resolutions.
Review the sources currently available in your account.


To review your sources



Review the sources listed in the setup wizard.




The more relevant sources available, the better auto assist
suggestions will be.

Sources can include:


Procedures: Step-by-step
guidance written by admins that auto
assist follows when suggesting replies. See
Creating procedures for auto
assist.


Public articles: Help center
articles published in your
account.


Tickets: Ticket content
from your account, which auto assist
can use when generating suggestions.

Note: External sources,
such as
Confluence and Notion, and internal help center articles
will be
available as sources for auto assist in an upcoming
update to
this EAP.





Click Next.





Choosing access and suggestion modes


Choose which agents can use auto assist and how auto assist generates
suggestions.


To choose access and suggestion modes



In the Who has access menu, select
the groups that should have access
to auto assist. By default, all groups have access.





Under Suggestion modes, turn on
the suggestion mode or modes you want
to use. You can turn on one or both suggestion modes.

The available
suggestion modes include:



Based on confidence: 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.


Based on tag: Auto assist
shows suggestions for all tickets
with the agent_copilot_enabled
tag. This is the
existing suggestion mode. See
Turning on and configuring auto
assist
for information on setting up the tag.



Note: If you turn on both
suggestion modes, tag-based mode continues to
work for tickets with the
agent_copilot_enabled tag
and
confidence mode applies to all other tickets. Keeping both
on helps
preserve your existing workflows while you evaluate confidence
mode.



Click Next.





Adding procedures


Review AI-generated procedure drafts based on a sample of your tickets,
or create
a procedure manually. Procedures improve reply quality and resolution
speed.


To add procedures




If procedure drafts are available:


Click Review to open
and review a draft in Knowledge
admin.

(Optional) Edit the draft as needed.

Click Publish to make
the procedure available for auto
assist.


Continue reviewing and publishing drafts, or leave
a draft
unpublished to review later.

You can access all drafts from
the Procedures page in Knowledge admin.








If your account doesn't have enough ticket history and you
don't see any
procedure drafts, click
Create procedure to create
a procedure
manually.




See
Creating procedures for auto
assist
for more information.



Click Finish setup.
The new Auto assist page opens.







Reviewing auto assist performance


After setup, the Auto assist page gives you an overview of auto assist
performance
and the sources it uses.


To check auto assist performance



From the updated Auto assist page in Admin Center, you can do the
following:


Review your 7-day performance
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).


Click View dashboard to open
the Explore analytics
dashboard.


Review your list of Sources
available to auto assist, with
acceptance rate and source coverage broken down by source
type.


Click Settings in the top-right
corner to update your access or
suggestion modes.










Using the updated auto assist composer


The updated auto assist composer is available to all agents with permission
to use
auto assist.


To use the updated auto assist composer


In the Agent Workspace, open a ticket.

Start typing a reply, or wait for auto assist to generate a suggestion.


If you're typing a reply: 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.





If you aren't typing a reply:
The auto assist suggestion appears
automatically in the composer.







Review the suggestion, then click Edit
or Approve.



For more information about reviewing and approving auto assist suggestions,
see
Using auto assist to solve tickets.




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