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

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="note attention">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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<p class="p">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. </p>
<p class="p">After you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">turned on auto assist</a>, 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.</p>
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<div class="note attention" id="zug_ai_auto_assist__note_sx3_rww_xcc">
<span class="attentiontitle"></span> The instructions below assume you’ve
already <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">created an AI agent</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434" target="_blank">added an answer</a> that includes the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738#topic_zqr_gwc_k4b" target="_blank">Transfer to agent</a> step type.</div>
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<p class="p"><strong class="ph b">To connect an AI agent with auto assist</strong></p>
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<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="zug_ai_auto_assist__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Select the AI agent you want to connect with auto assist. </li>
<li class="li">On the <strong class="ph b">Answers</strong> tab, select an existing answer that includes the Transfer
to agent step type. </li>
<li class="li">In bot builder, select the Transfer step. </li>
<li class="li">In the <strong class="ph b">Tags</strong> field in the panel on the right, enter
<strong class="ph b">agent_copilot_enabled</strong>.<p class="p"><img class="image" id="zug_ai_auto_assist__image_ux3_rww_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_adding_tag_bot_builder.png" width="600"></p>
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<li class="li">(Optional) Add another tag to identify which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">procedure you’ve created</a> for auto
assist to follow in this situation (for example,
<em class="ph i">copilot_order_cancellation</em>). Later, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7739110419610" target="_blank">create an Explore report</a> that uses
this tag to identify tickets where a specific procedure was followed on a
ticket. </li>
<li class="li">If possible, update the <strong class="ph b">Bot message</strong> 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. </li>
<li class="li">Click <strong class="ph b">Done</strong>. </li>
<li class="li">Click <strong class="ph b">Publish bot</strong>.<p class="p">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.</p>
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