Agent copilot resources

What's my plan?

Add-on | Copilot

Agent copilot is a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency and customer satisfaction.

This article lists the features included in agent copilot and the available resources for each feature.

Overall resources

About agent copilot

Migrating to the new agent copilot experience

Auto assist resources

Turning on and configuring auto assist

Creating and managing procedures for auto assist

Creating actions for auto assist

Using auto assist to help agents solve tickets

Workflow recipe: Canceling and refunding a Shopify order with auto assist

Explore recipe: Reporting on the auto assist feature of agent copilot

Suggested first replies resources

Turning on suggested first replies

Using AI to generate a first reply in a ticket

Explore recipe: Reporting on suggested first replies

Suggested macros resources

Turning on suggested macros

Applying suggested macros to tickets

Enhance writing resources

Turning on enhance writing

Enhancing ticket comments using generative AI

Using generative AI to expand and enhance help center content

Ticket summaries resources

Turning on ticket summarization

Summarizing ticket comments using generative AI

Quick answers resources

Turning on quick answers for Agent Workspace

Using quick answers for generative search in tickets

Similar tickets resources

Turning on similar tickets

Finding tickets similar to the current ticket

Merging suggestions resources

Turning on merging suggestions

Merging related tickets based on suggestions

Intelligent triage predictions resources

Automatically detecting customer intent, language, and sentiment

Viewing intelligent triage predictions

Note: For even more about the overall intelligent triage feature, see Intelligent triage resources.

Entity detection resources

Automatically detecting unique information in tickets