Announcing Copilot communication guidelines

Announced on | Rollout on
July 17, 2025 | July 17, 2025

We’re upgrading how auto assist and rewrite in your tone, part of the Copilot add-on, communicate on your agents’ behalf.

With communication guidelines, you can define brand-specific guidelines. When Copilot AI tools make suggestions to your agents, the suggestions will match the guidelines you defined which reduces the need to edit suggestions and improves consistency.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is renaming the generative AI writing tool, tone of voice, to communication guidelines to reflect an expanded feature set.

Previously, tone of voice allowed auto assist and rewrite in your tone tools to adapt responses based on the tone, topic, urgency, language, writing style and context of an ongoing ticket conversation. That foundation remains.

Now, you can define explicit communication guidelines that tell the auto assist and rewrite in your tone tools how to write. This covers a wider range of items like general communication principles, formatting, tone and voice, length, formality, structure, greetings, closings, writing style, wording, and more.

Why is Zendesk making this change?

Zendesk found that nearly half of agent edits to AI-generated suggestions were related to tone, greetings, closings, formatting, and wording but not the actual content.

We’re making this change so that:

Agents receive suggestions that are on-brand.

Agents can accept more suggestions and spend less time editing.

Your brands maintain consistency across replies, channels and agents.

What do I need to do?

To define communication guidelines, see Defining communication guidelines and Best practices for creating communication guidelines to improve AI assistance.

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.