Migrating to the agent copilot experience

Agent copilotis a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service.


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Copilot






Agent copilot is a set of AI-powered features focused on
making your agents more productive while still allowing them to provide a high level of
customer service.
If you purchased Advanced AI before October 9, 2024, you might already be using legacy
versions of the features included in agent copilot. On February 10, 2025, your account
was migrated to the new and upgraded features included in agent copilot.
This article walks you through what changes occured in your system as a result of the
agent copilot migration, from both an admin and an agent perspective. It also outlines
some required steps you need to take to ensure a smooth experience for your users.
This article contains the following topics:

What changes for admins and agents when you migrate to agent copilot
Required actions as a result of the agent copilot migration

Related articles:

About agent copilot
Agent copilot resources



What changes for admins and agents when you migrate to agent copilot

Migrating to agent copilot gives you access to the new and improved features detailed
in the table below. For full details on any of the features, see the resources in
Agent copilot resources.










Feature
Before migrating to agent copilot
After migrating to agent copilot


Auto assist



EAP release only


Feature was known as agent copilot


Admin Center settings was located on
Generative AI page


Access was granted at agent level


Procedures were written in Admin Center


Actions were limited to certain Shopify
actions only






General availability release


Feature is known as auto assist


Admin Center settings are located on Agent
copilot page


Access is granted at group level


Procedures are written in Guide (any
existing procedures from Admin Center are migrated
to Guide)


Actions are expanded to include custom API
actions





Suggested first replies



EAP release only


No Admin Center settings to turn the
feature on or off or to control access






General availability release


Settings in Admin Center to turn the
feature on or off and to control access





Suggested macros



Suggested macros were located in the Apply
macros menu within a ticket as well as in
Intelligence in the context panel







Suggested macros are located only in the
Apply macros menu (Intelligence panel no longer
exists)


Red badges now indicate when a suggested
macro is available


Confidence levels indicate how likely a
macro is to apply to the current ticket






Enhance writing



Admin Center setting was located on
Generative AI page






Admin Center setting is located on Agent
copilot page





Ticket summaries



Admin Center setting was located on the
Generative AI page, and the visibility setting was
located on the Context panel page


Summaries were located in Intelligence in
the context panel







Admin Center setting is located on Agent
copilot page


Summaries are located in the ticket header
(Intelligence panel no longer exists)






Quick answers



EAP release only


Feature was called generative search for
Agent Workspace


Admin Center setting was located on Context
panel page






General availability release


Feature is called quick answers


When auto assist is active, it’s not
possible to copy links or quotes from Knowledge in
the context panel





Similar tickets (EAP)



Admin Center setting was located on Context
panel page


Similar tickets were located in
Intelligence in the context panel







Admin Center setting is located on Agent
copilot page


Similar tickets are located in the search
bar in Agent Workspace (Intelligence panel no longer
exists)






Merging suggestions



Admin Center setting was located on Context
panel page


Merging suggestions were located in
Intelligence in the context panel







Admin Center setting is located on Agent
copilot page


Merging suggestions are located in Merging
suggestions in the context panel (Intelligence panel
no longer exists)


Red badge indicates when suggestions are
present






Intelligent triage predictions



Admin Center setting was located on the
Generative AI page, and the visibility setting was
located on the Context panel page


Predictions were located in ticket
properties panel and in Intelligence in the context
panel







Admin Center setting is located on Agent
copilot page


Predictions are located in ticket
properties panel (Intelligence panel no longer
exists)


Intent is also located in the ticket
header







Entity detection (EAP)


No changes










Required actions as a result of the agent copilot migration

After being migrated to agent copilot, make sure to take the following steps to
ensure a smooth experience:

Communicate the agent-facing changes to your staff



Communicate the agent-facing changes to your staff

Help your agents adjust to the new and updated features included in agent
copilot. Use the table
above as a guide for what changes they can expect to their workflows,
and what new tools they’ll have available to them.



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