Turning on suggested first replies

The suggested first replies feature uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles. Using AI-generated suggestions to respond to tickets helps agents save time and increase productivity.


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The suggested first replies feature uses AI to generate initial responses for agents, drawing from macros and help center articles. This boosts productivity by saving time. You can review, edit, or reject these suggestions. Admins can enable the feature and control group access. Note that auto assist suggestions take precedence. Use the accepted_suggested_first_reply tag in Explore for reporting.




The suggested first replies feature uses generative AI to suggest a first response for
agents in tickets based on existing macros and help center articles. Using AI-generated
suggestions to respond to tickets helps agents save time and increase productivity.
This article contains the following topics:


About suggested first replies

Turning suggested first replies on and controlling access

Related articles:


Using AI to generate a first reply in a
ticket


Explore recipe: Reporting on suggested first
replies




About suggested first replies

The suggested first replies feature scans the comments in a ticket and compares them
against your existing macros, your help center articles, or a large language model
(LLM) to generate a suggestion. The channel that the ticket comes through is what
determines the context and the sources used to generate the suggested reply.










Ticket channel
Context used to generate a suggestion
Sources used to generate a suggestion


Email and web form
Ticket subject and first comment from the end user



Suggested macros


(If no suggested macros match) Help center
articles that match the brand of the ticket.


If a high-confidence match cannot be identified, no
suggested reply is populated.



Messaging
Messages exchanged between the end user and the bot (also
known as the bot conversation history on the ticket before
handoff to the agent)



Suggested macros


(If no suggested macros match) Content
generated by LLM, not based on your help center
articles









Note: Suggested first replies work for tickets created via the email, web form, and
messaging (including social messaging) channels only.
When this feature uses macros as a source for the suggestion, all shared macros that
are available to the agent and that are active and include a public comment are
used. When help center articles are used as a source for the suggestion, only
articles that match the brand of the ticket and that both the agent and the ticket
requester can view are used.
If a high-confidence match is identified, a suggested reply is populated in the
composer. This happens only for the first agent reply. Suggested first replies based
on macros match the exact content from your account, while suggested first replies
based on help center articles are generated by AI.
The agent can review a suggested reply and perform one of the following actions:

Accept and send the reply as is
Update and send the reply
Reject the reply and send their own

If an agent accepts a suggested reply, the accepted_suggested_first_reply tag
is added to the ticket. You can use this tag in Explore to report on your agents’
use of suggested first replies. See Explore recipe: Reporting on suggested first replies.
For more information on the agent workflow, see Using AI to generate a first reply in a ticket.



Turning suggested first replies on and controlling access

Admins can control whether suggested first replies are turned on and, if so, which
groups can access the functionality. Before you turn on suggested first replies, you
must meet eligibility requirements for suggested
macros.
You can find information about supported languages for suggested first
replies in the Zendesk language support article.

Note: If you've turned on both suggested first replies and auto assist, note that auto assist suggestions take
precedence over suggested first replies and are offered first.
To turn suggested first replies on and control access


In Admin Center, click
AI in the sidebar, then select Agent copilot > Suggestions.
Select Suggest first replies.

In the Who has access field, search for and select the groups that
should be able to use the suggested first replies feature. By default, all
groups have access.
Click Save.