Announcing pre-approved actions in Copilot auto assist

Announced on | Rollout starts | Rollout ends
February 24, 2026 | February 24, 2026 | February 26, 2026

We’re excited to announce that auto assist can now execute selected custom actions and action flows without agent approval. This helps agents working with auto assist to save time and be even more productive.

This announcement includes the following topics:

What is changing?

What do I need to do?

What is changing?

Auto assist can execute selected custom actions and action flows automatically, without agents' approval.

Admins can mark any custom action or action flow in procedures as pre-approved. When auto assist decides to execute such an action, it will do so without suggesting this action to an agent for approval and instead execute the action automatically.

What do I need to do?

If you’re using auto assist and want to leverage pre-approved actions first read Understanding pre-approved actions for auto assist as there is some risk tied with using this feature.

Then, consider which of the custom actions or action flows in auto assist’s procedures should be executed without agent’s approval and navigate to these procedures to mark these actions as “Pre-approved action”.

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.