Creating procedures for auto assist

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<p id="docs-hc-snippet" style="display: none;">Auto assistis an AI-powered assistant that understands the contents of submitted tickets and makes suggestions to your agents on how to solve them.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Create procedures as the main knowledge source for auto assist so it can suggest the right replies and actions for tickets. You can use plain language, add actions, macros, agent instructions, help center articles, ticket fields, and brand-specific conditions. Test and refine procedures before publishing so your agents get better ticket suggestions.</p>
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<div class="body">

<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">Auto assist</a> is an AI-powered assistant that understands the
contents of submitted tickets and makes suggestions to your agents on how to solve
them.</p>
<p class="p">Procedures are the sets of written steps that auto assist should follow when making
suggestions. You can think of defining procedures as similar to explaining to a new
agent how a specific problem should be solved within your company.</p>
<p class="p">This article describes how to write procedures for auto assist so that it makes the right
suggestions to agents in a ticket. </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_brj_twm_k3c">Understanding procedures</a></li>
<li class="li"><a class="xref" href="#topic_vs3_j44_xcc">Creating a procedure</a></li>
<li class="li"><a class="xref" href="#topic_y2w_j44_xcc">Testing a procedure</a></li>
<li class="li"><a class="xref" href="#topic_o3y_l44_xcc">Best practices for creating effective procedures</a></li>
<li class="li"><a class="xref" href="#topic_j4t_m44_xcc">Example 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/9012170900890" target="_blank">Viewing and managing procedures for auto
assist</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_brj_twm_k3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding procedures</h2>
<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> Procedures are essential and should be used as your primary
knowledge source for auto assist. To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">About auto assist</a>.</div>
<p class="p">Procedures define what auto assist should do when solving a customer request. You can
write procedures as step-by-step instructions for an agent or as though you're
engineering a prompt for a <a class="xref" href="https://developers.openai.com/api/docs/guides/prompt-engineering" target="_blank">large language model (LLM)</a>.</p>
<p class="p">While procedures define what auto assist should do, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698#topic_eck_hmp_22c" target="_blank">communication guidelines</a> are used
separately to define the tone and writing style of the suggested replies that auto
assist presents to agents.</p>
<p class="p">Procedures can be written in a single language, and auto assist automatically adapts
its suggestions to the language of the ticket conversation. You can write procedures
in all <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01H8Y4XESK886V2SA6E12WAZZ7" target="_blank">Zendesk Support languages</a>.</p>
<p class="p">To help auto assist make the right suggestions, you can link the following directly
in your procedures:</p>
<ul class="ul" id="topic_brj_twm_k3c__ul_uhl_x5z_13c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_ubt_qyr_k2c" target="_blank">Standard actions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_a5n_ryr_k2c" target="_blank">Custom actions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">Action flows</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Macros</a>, if they're available to all
agents</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9422234636698" target="_blank">Agent instructions</a>, which tell agents
how to manually perform steps that auto assist can't</li>
<li class="li">Public help center articles or other procedures<p class="p">Keep in mind that your help
center can't be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842656154" target="_blank">restricted to only signed-in
users</a>.</p>
</li>
<li class="li">Certain ticket fields, which can be referenced directly</li>
</ul>
<p class="p">To learn more about the help center content and ticket fields that can be used in
procedures, review the following:</p>
<div class="div accordion">
<p class="p"><strong class="ph b">About ticket fields in procedures</strong></p>
</div>
<div class="div panel">
<p class="p">The following table lists the standard ticket fields that auto assist can access
or modify:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_brj_twm_k3c__table_ak5_l54_53c" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d90e194" style="vertical-align:top;">Standard Field</th>
<th class="entry nocellnorowborder" id="d90e197" style="vertical-align:top;">Read</th>
<th class="entry cell-norowborder" id="d90e200" style="vertical-align:top;">Update</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Assignee Email</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Assignee Name</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Brand</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Priority</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Requester Email</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Requester Name</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Status</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Subject</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e194" style="vertical-align:top;">Tags</td>
<td class="entry nocellnorowborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e200" style="vertical-align:top;">Yes, but can't remove</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d90e194" style="vertical-align:top;">Type</td>
<td class="entry row-nocellborder" headers="d90e197" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d90e200" style="vertical-align:top;">Yes</td>
</tr>
</tbody>
</table>
</div>
<p class="p">The following table lists the custom ticket field types that auto assist can
access or modify: </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_brj_twm_k3c__table_hpf_ndr_s3c" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d90e348" style="vertical-align:top;">Custom Field Type</th>
<th class="entry nocellnorowborder" id="d90e351" style="vertical-align:top;">Read</th>
<th class="entry cell-norowborder" id="d90e354" style="vertical-align:top;">Update</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Checkbox</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Date</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Decimal</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Drop-down</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Lookup Relationship</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">No</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Multi-line Text</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Number</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e348" style="vertical-align:top;">Regex</td>
<td class="entry nocellnorowborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cell-norowborder" headers="d90e354" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d90e348" style="vertical-align:top;">Text</td>
<td class="entry row-nocellborder" headers="d90e351" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d90e354" style="vertical-align:top;">No</td>
</tr>
</tbody>
</table>
</div>
<p class="p">You can write procedures in plain language that reference these ticket fields and
auto assist will use this information to suggest the best responses. For
example, you can leverage ticket fields in auto assist procedures in the
following ways: </p>
<ul class="ul" id="topic_brj_twm_k3c__ul_bpw_q1p_c2c">
<li class="li">Brand-aware procedures <ul class="ul" id="topic_brj_twm_k3c__ul_pg3_r1p_c2c">
<li class="li">Select the correct refund duration from an existing procedure based
on the ticket brand (for example, Brand X is 20 days, but Brand Y is
30 days). </li>
<li class="li">Use the account verification procedure for Brand X because the
ticket brand is X. </li>
</ul>
</li>
<li class="li">Email confirmation <ul class="ul" id="topic_brj_twm_k3c__ul_rtd_r1p_c2c">
<li class="li">If the requester’s email address is example@acme.com, proceed with
the refund process. </li>
</ul>
</li>
</ul>
</div>
<div class="div accordion" id="topic_brj_twm_k3c__help_center_content">
<p class="p"><strong class="ph b">About help center content in procedures</strong></p>
</div>
<div class="div panel">
<p class="p">You can insert the following help center content in a procedure: </p>
<ul class="ul" id="topic_brj_twm_k3c__ul_vdy_glp_53c">
<li class="li">
<strong class="ph b">Articles</strong>: You can insert public, published articles in a procedure.
When you insert an article, you can choose which locale will be used. For
auto assist to use inserted help center articles in procedures, your help
center can't be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842656154" target="_blank">restricted to only signed-in
users</a>.<p class="p">By inserting an article in a procedure, you're telling
auto assist that the content of the article is important in the context
of the procedure. </p>
<p class="p">For example, a customer's order must
be verified before approving a refund. You can enter a step to gather
information from an article with the following wording:</p>
<p class="p">"Before
approving the refund, verify if the customer's order is meeting the
requirements listed in &lt;inserted article&gt;"</p>
<p class="p">Keep in mind that
auto assist can't comprehend images, URLs, or videos in articles. If an
article relies on this type of content, then auto assist won't be able
to understand the full picture.</p>
<p class="p">It's recommended to keep your help
center articles up to date so that auto assist can make the most
accurate suggestions.</p>
</li>
<li class="li">
<strong class="ph b">Procedures</strong>: You can insert published procedures in a procedure. When
you insert a procedure within a procedure, you're telling auto assist to
follow the steps in the linked procedure.<p class="p">For example, say that a customer
indicated they want to upgrade their subscription plan. You can enter a
step that links to a specific procedure based on some conditions with
the following wording:</p>
<p class="p">"If the customer indicated they want to
upgrade their subscription plan, follow step X of &lt;inserted
procedure&gt;"</p>
</li>
</ul>
<p class="p">You can insert up to four pieces of help center content into a procedure. For
example, add a mix of articles and procedures, such as three articles and one
procedure. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vs3_j44_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Creating a procedure</h2>
<div class="body">
<p class="p">Admins can create procedures for auto assist. Alternatively, you can review, edit,
and publish <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178" target="_blank">AI-generated procedures</a> when they're
available.</p>
<div class="p">
<div class="note tip" id="topic_vs3_j44_xcc__note_vpv_r54_xcc">
<span class="tiptitle">Tip:</span> If you already have internal documentation
that explains how your agents should solve certain customer requests, use that
content as a starting point for auto assist procedures. </div>
</div>
<p class="p"><strong class="ph b">To create a new procedure</strong></p>
<ol class="ol" id="topic_vs3_j44_xcc__ol_it1_x54_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_vs3_j44_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 <strong class="ph b">Create procedure</strong>. <p class="p">Alternatively, click the drop-down arrow next
to <strong class="ph b">Create procedure</strong> and select <strong class="ph b">Use example</strong>. This populates the
procedure <strong class="ph b">Name</strong> and content fields with text that you can update as
needed.</p>
</li>
<li class="li">In the <strong class="ph b">Name</strong> field, enter a descriptive name for the procedure. <p class="p">This
name is used by auto assist to help connect the customer’s conversation to
the right procedure. The procedure name appears only in Knowledge admin, not
in the Agent Workspace for the agent. </p>
</li>
<li class="li">To associate the procedure with specific brands, open the right-hand
<strong class="ph b">Settings</strong> panel, click <strong class="ph b">Selected brands</strong>, then choose the brands
you want to associate the procedure with.<p class="p"><img class="image img-screenshot" id="topic_vs3_j44_xcc__image_qrc_42k_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedure_create_select_brand.png" width="300"></p>
<p class="p">By default, your
procedure is automatically associated with all of your brands.</p>
</li>
<li class="li">Click below the name field and enter the content for your procedure. <p class="p">You can
do the following:</p>
<div class="div accordion">
<p class="p"><strong class="ph b">Add specific custom actions or action flows</strong></p>
</div>
<div class="div panel">
<p class="p">Click <strong class="ph b">Insert action</strong> (<img class="image" id="topic_vs3_j44_xcc__image_m54_hv3_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_add.png" width="16">) in the toolbar or enter a forward slash (<strong class="ph b">/</strong>),
then select a standard action, a custom action, or an action flow.</p>
<p class="p">Action flows appear as an option only if your account has at least one
action flow configured with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266#topic_zg5_sx3_t2c" target="_blank">run on demand trigger</a>.</p>
<div class="note">
<span class="notetitle">Note:</span> Auto assist can suggest up to four actions at a time in most cases.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_uz5_zl1_nhc" target="_blank">Auto assist action limits</a> to
learn more.</div>
<ul class="ul" id="topic_vs3_j44_xcc__ul_jsl_2vd_j3c">
<li class="li">If you insert a standard action, specify the value you want auto
assist to update the ticket or field to. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_ubt_qyr_k2c" target="_blank">Standard actions for auto
assist</a> to learn more.</li>
<li class="li">If you insert a custom action or action flow, click the menu icon
next to its name then select either <strong class="ph b">Agent-approved action</strong> or
<strong class="ph b">Pre-approved action</strong>.<p class="p">If the same custom action is
inserted in a procedure more than once, then that action can use
only one execution mode in the procedure: agent approved or
pre-approved. If you mark it as both agent-approved and
pre-approved, then the action defaults to the agent-approved
execution type.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_d34_qt1_g3c" target="_blank">Understanding pre-approved
actions for auto assist</a> to learn more.</p>
<p class="p"><img class="image img-screenshot" id="topic_vs3_j44_xcc__image_os5_bhh_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_insert_action_approval_type.png" width="400"></p>
</li>
<li class="li">If no actions or action flows exist, click <strong class="ph b">Manage actions</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">create an action</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266#topic_fpt_1jg_t2c" target="_blank">action flow</a>.</li>
</ul>
<p class="p">The action or action flow is inserted into the procedure. You can hover
to view what tasks it will perform.</p>
<p class="p"><img class="image img-screenshot" id="topic_vs3_j44_xcc__image_tv4_vw3_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedure_hover_action.png" width="400"></p>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">Add a macro</strong></p>
</div>
<div class="div panel">
<p class="p">Type a forward slash (<strong class="ph b">/</strong>) and select <strong class="ph b">Macros</strong> from the
menu.</p>
<ul class="ul" id="topic_vs3_j44_xcc__ul_ysz_qwd_j3c">
<li class="li">Click a macro to insert it into the procedure. Macros must be active
and available to all agents to be inserted into a procedure.</li>
<li class="li">If no active macros exist, you can click <strong class="ph b">Manage macros</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">create or update a
macro</a>.<div class="note">
<span class="notetitle">Note:</span> Auto assist can only perform <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978" target="_blank">certain standard and custom
actions</a>. If the macro you insert includes an action
auto assist can't perform, such as starting a side conversation,
then the action won't be completed.</div>
</li>
</ul>
<p class="p">The macro is inserted into the procedure. You can hover over the macro to
preview it. </p>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">Add steps for agents to follow manually</strong></p>
</div>
<div class="div panel">
<p class="p">Click the <strong class="ph b">Insert agent instructions</strong> (<img class="image" id="topic_vs3_j44_xcc__image_xfb_vyh_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procedures_instructions_icon.png">) icon.</p>
<ul class="ul" id="topic_vs3_j44_xcc__ul_wzg_1xd_j3c">
<li class="li">In the <strong class="ph b">Instructions for agent</strong> text block, enter the steps the
agent should follow. <p class="p"><img class="image img-screenshot" id="topic_vs3_j44_xcc__image_mbs_lc3_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procedures_agent_instructions_text_box.png" width="500"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9422234636698" target="_blank">Creating instructions for
agents in auto assist procedures</a>.</p>
</li>
</ul>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">Add help center content</strong></p>
</div>
<div class="div panel">
<p class="p">Type a forward slash (<strong class="ph b">/</strong>) and select <strong class="ph b">Help center content</strong>
from the menu.</p>
<ul class="ul" id="topic_vs3_j44_xcc__ul_wsw_myd_j3c">
<li class="li">Select an article from the <strong class="ph b">Published articles list</strong>, or click
the <strong class="ph b">Published procedures tab</strong> and select a procedure.
<p class="p"><img class="image img-screenshot" id="topic_vs3_j44_xcc__image_yb5_n13_b3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procedures_insert_help_content.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Insert</strong> to add the published procedure or
article.<p class="p"><img class="image img-screenshot" id="topic_vs3_j44_xcc__image_xm2_kd3_b3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procedures_insert_procedure_content.png" width="400"></p>
<p class="p">See <a class="xref" href="#topic_brj_twm_k3c__help_center_content">About help center content in procedures</a>.</p>
</li>
</ul>
</div>
</li>
<li class="li">(Optional) Use the editing toolbar at the top of the page to add headings, bold
and italic text, and bulleted and numbered lists. Currently, you can’t include
images in procedures.</li>
<li class="li">To publish your procedure, click the drop-down arrow next to <strong class="ph b">Save</strong> draft
and select <strong class="ph b">Publish</strong>. </li>
<li class="li">In the window that appears, click <strong class="ph b">Publish</strong>. <p class="p">Published procedures are
automatically available for auto assist to use.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_y2w_j44_xcc">
<h2 class="title topictitle2" id="ariaid-title4">Testing a procedure</h2>
<div class="body">
<p class="p">You should always test your procedure before letting auto assist suggest replies or
actions in a real-world setting. </p>
<p class="p"><strong class="ph b">To test a procedure</strong></p>
<ol class="ol" id="topic_y2w_j44_xcc__ol_uc3_pv4_xcc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Limit the agents who can interact with auto
assist</a> to only those groups or agents who are performing the testing. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Create a messaging or email ticket</a>
with the <em class="ph i">agent_copilot_enabled</em> tag. Email tickets must be created from an
email that's not associated with any agents in your Zendesk account, as auto
assist doesn't respond to agent comments. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Try to solve the ticket with auto assist’s
help.</a>
<ul class="ul" id="topic_y2w_j44_xcc__ol_v14_vv4_xcc">
<li class="li">If you’re testing an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7719560079642" target="_blank">integration between auto assist and
Shopify</a>, you can <a class="xref" href="https://help.shopify.com/en/manual/checkout-settings/test-orders" target="_blank">place test orders on your Shopify
store</a>. </li>
</ul>
</li>
<li class="li">If auto assist isn’t offering the suggestions you want, update the procedure to
be clearer and more concrete. </li>
<li class="li">Repeat steps 1–4 as needed until auto assist is offering the suggestions you
want. Creating good procedures is an iterative process and might take a few
rewrites. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_o3y_l44_xcc">
<h2 class="title topictitle2" id="ariaid-title5">Best practices for creating effective procedures</h2>
<div class="body">
<p class="p">When creating procedures, follow these best practices: </p>
<ul class="ul" id="topic_o3y_l44_xcc__ul_zr1_ybp_xcc">
<li class="li">
<strong class="ph b">Write short, easy-to-follow steps.</strong> Phrase your steps as straightforward
commands that an agent would take. For example: "Ask the customer to watch this
video: &lt;link&gt;" Avoid prompts such as "Find the item the customer asked for
and share the link with the customer" (auto assist can’t autonomously search
your help center or website). </li>
<li class="li">
<strong class="ph b">Address the agent perspective.</strong> Procedures should be written as if you’re
talking to an agent. If you copy existing content from customer-facing help
center articles, update them to reflect agent-focused considerations and
actions. </li>
<li class="li">
<strong class="ph b">Include feedback steps.</strong> Help auto assist gather necessary customer input
to move on to the next step. For example: "Ask the customer if &lt;an
action&gt; worked." </li>
<li class="li">
<strong class="ph b">Include actions where possible</strong>. Add a standard or custom action that auto
assist can execute if the agent approves. For example: "Add book to cart."</li>
<li class="li">
<strong class="ph b">Include existing macros</strong>. Add macros that are available to all agents so
that auto assist can suggest macros. You can add one macro per procedure step.
Avoid adding other actions in the same step as a macro.</li>
<li class="li">
<strong class="ph b">Be consistent with terminology.</strong> Always use the same terms for your
products and services. That is, avoid using different words to refer to a single
product or service. </li>
<li class="li">
<strong class="ph b">Include conditions if necessary.</strong> If you have different procedures based
on some condition (for example, subscribers vs. non-subscribers), include that
information in the procedure. For example: “Greet the customer, ask if they’re a
subscriber, and wait for their answer before proceeding.” </li>
<li class="li">
<strong class="ph b">Test and learn.</strong> If auto assist isn’t offering the suggestions you want,
update the procedure to be clearer and more concrete. See <a class="xref" href="#topic_y2w_j44_xcc">Testing a procedure</a>.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_j4t_m44_xcc">
<h2 class="title topictitle2" id="ariaid-title6">Example procedure</h2>
<div class="body">
<p class="p">The example procedure below tells agent copilot how to help a customer select the
right car for them.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_tvk_jcp_xcc">
<h3 class="title topictitle3" id="ariaid-title7">Title</h3>
<div class="body">
<p class="p">Advising customer how to select a car </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_nb3_kcp_xcc">
<h3 class="title topictitle3" id="ariaid-title8">Content</h3>
<div class="body">
<p class="p"><strong class="ph b">Step 1: Understand the customer's needs</strong></p>
<p class="p">Begin by asking questions to understand the customer's requirements: </p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_usq_tt3_4cc">
<li class="li">What is the primary use for the car (commuting, family vehicle, off-roading,
etc.)?</li>
<li class="li">What is their budget for purchasing a car? </li>
<li class="li">Do they have any brand or model preferences? </li>
</ul>
<p class="p"><strong class="ph b">Step 2: Present suitable options from the list below</strong></p>
<p class="p">Based on the information gathered, present a selection of cars that match their
criteria and are on the list below. If the desired car is not here, you don’t
have it. Never list cars that are not on the list below. </p>
<p class="p">For commuters: </p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_wr5_k53_4cc">
<li class="li">Commuter car A: Known for its reliability, fuel efficiency, and advanced
safety features. &lt;Include real pricing, fuel efficiency, insurance costs,
engine type, and any other important details.&gt; </li>
<li class="li">Commuter car B: Celebrated for its great fuel economy, comfortable interior,
and durability. &lt;Include real pricing, fuel efficiency, insurance costs,
engine type, and any other important details.&gt; </li>
<li class="li">Commuter car C: Offers a balance of comfort, efficiency, and technology
features. &lt;Include real pricing, fuel efficiency, insurance costs, engine
type, and any other important details.&gt;</li>
</ul>
<p class="p">For families: </p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_vn2_n53_4cc">
<li class="li">Family car A: A family favorite due to its spacious interior, high safety
ratings, and good fuel economy. &lt;Include real pricing, fuel efficiency,
insurance costs, engine type, and any other important details.&gt;</li>
<li class="li">Family car B: Known for its third-row seating, robust safety features, and
comfortable ride. &lt;Include real pricing, fuel efficiency, insurance
costs, engine type, and any other important details.&gt;</li>
<li class="li">Family car C: A larger SUV that offers ample space, towing capacity, and
advanced tech options. &lt;Include real pricing, fuel efficiency, insurance
costs, engine type, and any other important details.&gt;</li>
</ul>
<p class="p">For off-road enthusiasts: </p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_yww_n53_4cc">
<li class="li">Off-road car A: Renowned for its off-road capabilities and ruggedness.
&lt;Include real pricing, fuel efficiency, insurance costs, engine type, and
any other important details.&gt;</li>
<li class="li">Off-road car B: A reliable pickup with strong off-road credentials.
&lt;Include real pricing, fuel efficiency, insurance costs, engine type, and
any other important details.&gt; </li>
<li class="li">Off-road car C: Versatile and powerful, suitable for both work and play.
&lt;Include real pricing, fuel efficiency, insurance costs, engine type, and
any other important details.&gt;</li>
</ul>
<p class="p">For luxury seekers:</p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_sff_453_4cc">
<li class="li">Luxury car A: Combines luxury with performance and advanced technology.
&lt;Include real pricing, fuel efficiency, insurance costs, engine type, and
any other important details.&gt;</li>
<li class="li">Luxury car B: Offers a plush interior, smooth ride, and cutting-edge
features. &lt;Include real pricing, fuel efficiency, insurance costs, engine
type, and any other important details.&gt;</li>
<li class="li">Luxury car C: Known for its elegant design, all-wheel-drive system, and
high-quality cabin. &lt;Include real pricing, fuel efficiency, insurance
costs, engine type, and any other important details.&gt;</li>
</ul>
<p class="p"><strong class="ph b">Step 3: Discuss financing options</strong></p>
<p class="p">After the customer has selected a car, ask the customer if they would rather pay
in cash or credit. </p>
<p class="p"><strong class="ph b">Step 4: Close the deal or offer a test drive</strong></p>
<p class="p">If the customer is ready to close the deal: </p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_ph4_g53_4cc">
<li class="li">Thank them, ask for their name and phone number, and inform them that they
will be contacted by another agent in 2 hours. </li>
</ul>
<p class="p">If the customer is not ready to make a choice: </p>
<ul class="ul" id="topic_nb3_kcp_xcc__ul_lkr_g53_4cc">
<li class="li">Encourage the customer to take a test drive in the cars they are most
interested in. If they agree, ask them for their name and phone number. Then
tell them that someone will reach out within 1 hour to confirm whether the
timing they suggested is available. </li>
</ul>
<p class="p">Extra information that you know of: </p>
<p class="p">Our dealership offers a 7-day return policy, flexible financing options (pay in
monthly or semesterly installments), and a complimentary loaner vehicle during
service appointments. For every other question regarding financing or
promotions, you cannot help.</p>
</div>
</div>
</div>
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