Reviewing and publishing AI-generated procedures for auto assist

Procedures are the sets of written steps thatauto assistshould follow when suggesting replies, custom actions, macros, or direct instructions to agents in a ticket. You canwrite your own proceduresor review, edit, and publish the AI-generated procedures that are automatically generated for you.


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Summary: ◀▼
AI-generated procedure drafts analyze your ticket and account data weekly to create up to three optimized procedures per brand for auto assist. You can review, edit, and publish these drafts to improve agent productivity and response accuracy. Regularly checking, tagging relevant tickets, and monitoring procedure performance helps refine suggestions and boost support efficiency.




Procedures are the sets of written steps that auto assist should follow when suggesting replies, custom
actions, macros, or direct instructions to agents in a ticket. You can write your own procedures or review, edit, and publish the
AI-generated procedures that are automatically generated for you.
Each week, AI analyzes your ticket and account data and may automatically generate up to
three procedure drafts per brand. These drafts are optimized for auto assist and
grounded in your most common customer support questions, relevant solved tickets, and
existing knowledge article content.
AI-generated procedure drafts help reduce the effort of writing procedures from scratch
and help you set up auto assist more efficiently. Because these drafts are optimized for
auto assist, you can be confident your procedures are effective, which can lead to a
higher acceptance rate and ultimately boost agent productivity with auto assist.
By default, AI-generated procedure drafts are automatically generated if you're using
auto assist. You can turn them off in Knowledge admin if needed.
This article contains the following topics:
Understanding AI-generated procedure drafts
Reviewing, editing, and publishing an AI-generated procedure
Best practices for AI-generated procedures


Related articles:

Viewing and managing procedures for auto
assist
Optimizing workflows, tasks, and routing with AI
recommendations



Understanding AI-generated procedure drafts

Each week, AI analyzes your ticket and account data and may automatically generate up
to three procedure drafts per brand. When new procedure drafts are available for you
to review and publish, you'll see a procedure recommendation on both the Auto assist
and Recommendations pages in Admin Center. You can navigate to the procedure drafts
from the recommendation or access the drafts directly in Knowledge admin.
You'll receive procedure recommendations with AI-generated procedure drafts if you're
using auto assist. Procedure drafts are generated only as needed, so you may not see
a new recommendation each week. While AI-generated procedure drafts can't be created
on demand, you can manually write your own procedures as
needed.
"Procedure recommendations and AI-generated procedure drafts (3:01)"
Procedure drafts are automatically generated based on the following sources:
(If intelligent triage is turned on) Your top ticket intents.
(If intelligent triage is turned off) The most common customer support
issues detected in your tickets
Relevant solved tickets from the last 30 days
Existing knowledge articles


You can view which sources were used to generate the procedure in the procedure
editor.
AI-generated procedure drafts are created in your account's locale and include
step-by-step guidance for auto assist. When relevant, procedure drafts may also
include:
Actions and action flows
Instructions for agents
Macros


AI-generated procedure drafts must be published by you before they're available for
use by auto assist. You can also make any edits to a procedure draft before
publishing.



Reviewing, editing, and publishing an AI-generated procedure

You can review and edit a procedure draft before publishing.

To review, edit, and publish an AI-generated procedure
Access your AI-generated procedure drafts from a procedure recommendation in
Admin Center or from the Procedures page in Knowledge admin:
To open an AI-generated procedure draft from Admin Center


In Admin Center, click
AI in the sidebar, then select Agent copilot > Auto assist. You can also open a procedure recommendation from the Recommendations
page.
Click the procedure recommendation.
A procedure recommendation can contain up to three
procedure drafts per brand.
Click a procedure draft name to open
the draft in Knowledge admin. Alternatively, click Review
procedures to open your list of procedures in Knowledge
admin.


To open an AI-generated procedure draft from Knowledge
admin


In Knowledge admin, click Manage articles
( ) in the sidebar, then select Procedures. In your list of procedures, your procedure drafts display the
status "AI generated".

Click the name of
the procedure draft you want to review to open it.

In the procedure editor, edit the procedure as needed.

To view the sources used to generated the procedures, click the gear icon
( ).

Click Publish. The procedure is now available for use by auto
assist.

Return to the procedure recommendation on either the Auto assist or
Recommendations page in Admin Center.
Open the Actions menu at the bottom of the recommendation and select
Mark as done. The procedure recommendation is added to your
recommendations
archive.






Best practices for AI-generated procedures

To gradually improve auto assist and focus your efforts where it matters most, it's
recommended to follow these best practices:

Check for procedure recommendations weekly.
Review and make any edits to an AI-generated procedure as needed.
Publish the procedure so that it's available to auto assist.
Make sure that tickets that match the intent or customer support issue related
to the procedure are tagged with the auto assist tag so that auto assist
can generate suggestions for these tickets.
Monitor the performance (acceptance rate) of the published procedure from the
Procedures page in Knowledge admin or
from the Copilot: Agent productivity
dashboard.
Iterate on the procedure until it meets your expectations.
Continue to review and publish new AI-generated procedures as they become
available.



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