Migrating to the agent copilot experience

<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Copilot</td>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378" target="_blank">Agent copilot</a> 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. </p>
<p class="p">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. </p>
<p class="p">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.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="agent_copilot_migrating__ul_vqc_3pw_xcc">
<li class="li"><a class="xref" href="#topic_skp_fpw_xcc">What changes for admins and agents when you migrate to agent copilot</a></li>
<li class="li"><a class="xref" href="#topic_b1t_gpw_xcc">Required actions as a result of the agent copilot migration</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="agent_copilot_migrating__ul_rk4_jpw_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378" target="_blank">About agent copilot</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7909179243418" target="_blank">Agent copilot resources</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_skp_fpw_xcc">
<h2 class="title topictitle2" id="ariaid-title2">What changes for admins and agents when you migrate to agent copilot</h2>
<div class="body">
<p class="p">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7909179243418" target="_blank">Agent copilot resources</a>.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_skp_fpw_xcc__table_hsc_npw_xcc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr"><strong class="ph b">Feature</strong></td>
<td class="entry nocellnorowborder" dir="ltr"><strong class="ph b">Before migrating to agent copilot</strong></td>
<td class="entry cell-norowborder" dir="ltr"><strong class="ph b">After migrating to agent copilot</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Auto assist</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_isc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">EAP release only</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Feature was known as agent copilot</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center settings was located on
Generative AI page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Access was granted at agent level</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Procedures were written in Admin Center</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Actions were limited to certain Shopify
actions only</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_jsc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">General availability release</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Feature is known as auto assist</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center settings are located on Agent
copilot page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Access is granted at group level</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Procedures are written in Guide (any
existing procedures from Admin Center are migrated
to Guide)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Actions are expanded to include custom API
actions</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Suggested first replies</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_ksc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">EAP release only </p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">No Admin Center settings to turn the
feature on or off or to control access</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_lsc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">General availability release</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Settings in Admin Center to turn the
feature on or off and to control access</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Suggested macros</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_msc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Suggested macros were located in the Apply
macros menu within a ticket as well as in
Intelligence in the context panel</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_tjp_4rw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ml_smart_assist_3.png" width="250"></p>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_osc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Suggested macros are located only in the
Apply macros menu (Intelligence panel no longer
exists)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Red badges now indicate when a suggested
macro is available</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Confidence levels indicate how likely a
macro is to apply to the current ticket </p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_fxj_qrw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_macros_confidence.png" width="250"></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Enhance writing</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_qsc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting was located on
Generative AI page</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_rsc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting is located on Agent
copilot page</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Ticket summaries</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_ssc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting was located on the
Generative AI page, and the visibility setting was
located on the Context panel page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Summaries were located in Intelligence in
the context panel</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_s5v_trw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intelligence_summarize_conversation_clicked.png" width="250"></p>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_usc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting is located on Agent
copilot page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Summaries are located in the ticket header
(Intelligence panel no longer exists)</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_ryv_5rw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="250"></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Quick answers</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_wsc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">EAP release only</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Feature was called generative search for
Agent Workspace</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting was located on Context
panel page</p>
</li>
</ul>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_xsc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">General availability release</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Feature is called quick answers</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">When auto assist is active, it’s not
possible to copy links or quotes from Knowledge in
the context panel</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Similar tickets (EAP)</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_ysc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting was located on Context
panel page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Similar tickets were located in
Intelligence in the context panel</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_ygn_wrw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_similar_tickets_in_intelligence.png" width="250"></p>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_atc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting is located on Agent
copilot page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Similar tickets are located in the search
bar in Agent Workspace (Intelligence panel no longer
exists)</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_ghr_xrw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_similar_tickets_search.png" width="350"></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Merging suggestions</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_ctc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting was located on Context
panel page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Merging suggestions were located in
Intelligence in the context panel</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_hqk_csw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_merging_suggestions_intelligence_panel.png" width="250"></p>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_etc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting is located on Agent
copilot page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Merging suggestions are located in Merging
suggestions in the context panel (Intelligence panel
no longer exists)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Red badge indicates when suggestions are
present</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_lpz_dsw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_merging_suggestions_icon_hover.png" width="250"></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr">Intelligent triage predictions</td>
<td class="entry nocellnorowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_gtc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting was located on the
Generative AI page, and the visibility setting was
located on the Context panel page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Predictions were located in ticket
properties panel and in Intelligence in the context
panel</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_hnh_hsw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intelligence_summarize_conversation.png" width="250"></p>
</td>
<td class="entry cell-norowborder">
<ul class="ul" id="topic_skp_fpw_xcc__ul_itc_npw_xcc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Admin Center setting is located on Agent
copilot page</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Predictions are located in ticket
properties panel (Intelligence panel no longer
exists)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Intent is also located in the ticket
header</p>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_g43_3sw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_it_predictions_ticket_properties.png" width="250"></p>
<p class="p" dir="ltr"><img class="image" id="topic_skp_fpw_xcc__image_gcx_jsw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_it_predictions_header.png" width="350"></p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder">Entity detection (EAP)</td>
<td class="entry cellrowborder" colspan="2">
<ul class="ul" id="topic_skp_fpw_xcc__ul_glc_rpw_xcc">
<li class="li">No changes</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_b1t_gpw_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Required actions as a result of the agent copilot migration</h2>
<div class="body">
<p class="p">After being migrated to agent copilot, make sure to take the following steps to
ensure a smooth experience:</p>
<ul class="ul" id="topic_b1t_gpw_xcc__ul_ccp_dqw_xcc">
<li class="li"><a class="xref" href="#topic_ms1_dqw_xcc">Communicate the agent-facing changes to your staff</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_ms1_dqw_xcc">
<h3 class="title topictitle3" id="ariaid-title4">Communicate the agent-facing changes to your staff</h3>
<div class="body">
<p class="p">Help your agents adjust to the new and updated features included in agent
copilot. Use the <a class="xref" href="#topic_skp_fpw_xcc">table
above</a> as a guide for what changes they can expect to their workflows,
and what new tools they’ll have available to them.</p>
</div>
</div>
</div>
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