Announcing instructions for agents in Copilot auto assist procedures

Announced on | Rollout on
July 29, 2025 | July 29, 2025

We’re excited to announce that auto assist can now provide direct instructions for agents in the knowledge section in the context panel.

This allows admins to define auto assist procedures with direct instructions for agents. The instructions you define will be presented to agents at a specific point of the ticket lifecycle.

You can use these instructions to ask agents to do a specific task. For example, making an update in an internal company system or performing a task that auto assist can’t do.

This announcement includes the following topics:

What is changing?

What do I need to do?

What is changing?

Auto assist provides suggestions for replies and actions to agents. We're now adding a third type of suggestion, instructions for agents.

What do I need to do?

To start providing your agents with instructions, create or edit an auto assist procedure and add instructions by with the Insert instruction for agents button. To learn more, see Creating instructions for agents in auto assist procedures.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.