Configuring auto assist to work with messaging tickets originated from AI agents (Legacy)

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Add-on | Copilot

This article describes functionality available only to customers who had a drafted or published an AI agent as of February 2, 2025.

Auto assist is an AI-powered assistant for your agents. Using large language model (LLM) technology, auto assist understands the contents of submitted tickets and makes suggestions to your agents on how to solve them.

After you've turned on auto assist, you can select which AI agents should work with auto assist. The AI agent will hand off a conversation to auto assist when the customer requests to speak to an agent. From the customer’s point of view, they are still transferred to a human agent because auto assist answers are reviewed by the agent and sent under their name.

The instructions below assume you’ve already created an AI agent and added an answer that includes the Transfer to agent step type.

To connect an AI agent with auto assist

In Admin Center, click AI in the sidebar, then select AI agents > AI agents.

Select the AI agent you want to connect with auto assist.

On the Answers tab, select an existing answer that includes the Transfer to agent step type.

In bot builder, select the Transfer step.

In the Tags field in the panel on the right, enter agent_copilot_enabled.

(Optional) Add another tag to identify which procedure you’ve created for auto assist to follow in this situation (for example, copilot_order_cancellation). Later, you can create an Explore report that uses this tag to identify tickets where a specific procedure was followed on a ticket.

If possible, update the Bot message field to reiterate what issue the customer needs help with. For example, “Let me connect you with a customer support agent to help with canceling your order.” This helps auto assist identify the right procedure to use when assisting the agent.

Click Done.

Click Publish bot.
The next time the AI agent transfers a customer to an agent who has access to auto assist, auto assist will suggest replies for the agent in the Agent Workspace composer.