Announcing auto assist integration with public help center articles

Announced on | Rollout starts
April 30, 2025 | April 30, 2025

We’re excited to announce that auto assist, a part of the Copilot add-on, now has access to your public help center articles. Auto assist uses your articles to generate replies when no relevant procedures are found.

Only articles with a brand matching the ticket brand will be used for reply generation. This means that if the brand on the ticket is "Acme", only articles for the "Acme" brand will be considered.

This announcement includes the following topics:

What is changing?

What do I need to do?

What is changing?

Previously, auto assist didn’t have access to your public help center articles. Now, Auto assist can access these articles by default.

What do I need to do?

You don't have to do anything for auto assist to start using your public help center articles. Auto assist will search for relevant articles every time no relevant procedure is found and use these articles to generate reply suggestions.

To learn more, see Using auto assist to help agents solve tickets.