Turning on and configuring auto assist

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<p id="docs-ai-summary-content">Enable auto assist to empower agents with AI-driven ticket suggestions. Configure access for specific agent groups and set up ticket triggers using tags to determine which channels and tickets auto assist can handle. Create procedures and actions for auto assist to guide agents effectively. This setup enhances your team's ability to resolve customer inquiries across various communication channels.</p>
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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">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">About auto assist</a>.</p>
<p class="p">Before auto assist can help guide agents in solving tickets, you must turn it on, specify
which agents can use auto assist, and configure which channels auto assist works with. </p>
<p class="p"><strong class="ph b">To turn on and configure access to auto assist</strong></p>
<div class="p">
<ol class="ol" id="zug_ai_auto_assist__ol_cqt_trg_pgc">
<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__d8e1344" 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">Agent copilot &gt; Auto assist</strong>.</span></li>
<li class="li">Select <strong class="ph b">Show auto assist replies and actions in the agent composer</strong>.<p class="p"><img class="image img-screenshot" id="zug_ai_auto_assist__image_ddz_l1x_xcc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_auto_assist_setting.png" width="600"></p>
</li>
<li class="li">In the <strong class="ph b">Who has access</strong> field, search for and select the groups that should
be able to use the suggested replies feature. By default, all groups have
access. </li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">To configure which channels and tickets auto assist can
work on, <a class="xref" href="#topic_wx3_rww_xcc">add a tag using a
ticket trigger</a>. With this setup, auto assist is available to an
agent when the conditions specified within your trigger are met.</p>
<div class="note note">
<span class="notetitle">Note:</span> If
you drafted or published an AI agent before February 2, 2025, you can
configure auto assist to work on messaging tickets that originate from an AI
agent. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696147377562" target="_blank">Configuring auto assist to work with
messaging tickets originated from AI agents (Legacy)</a>.
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wx3_rww_xcc">
<h2 class="title topictitle2" id="ariaid-title2">Configuring auto assist on messaging or email channels using tags added by ticket triggers</h2>
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<p class="p">Configure auto assist on messaging or email channels by using tags that are added by
ticket triggers. This configuration method works by setting the
<em class="ph i">agent_copilot_enabled</em> tag on tickets based on specified conditions. </p>
<p class="p">Tickets must have the <em class="ph i">agent_copilot_enabled</em> tag for auto assist suggestions to
appear in the Agent Workspace.</p>
<p class="p">For example, you could create a trigger that adds the auto assist tag to tickets that
have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">specific intent predicted by intelligent
triage</a>. Assuming you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">create a procedure</a> that describes how agents should
solve issues related to that intent, auto assist will be able to guide the agent in
solving the customer’s issue. </p>
<p class="p"><strong class="ph b">To create a trigger that adds the auto assist tag to tickets</strong></p>
<ol class="ol" id="topic_wx3_rww_xcc__ol_yx3_rww_xcc">
<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="topic_wx3_rww_xcc__d8e1684" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add trigger</strong>. </li>
<li class="li">In <strong class="ph b">Trigger name</strong>, enter a descriptive name for your trigger. </li>
<li class="li">(Optional) Enter a <strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">(Optional) Select a <strong class="ph b">Category</strong> for your trigger. </li>
<li class="li">In the <strong class="ph b">Conditions</strong> pane, under <strong class="ph b">Meet ALL of the following
conditions</strong>, add the following conditions: <ul class="ul" id="topic_wx3_rww_xcc__ul_zx3_rww_xcc">
<li class="li">
<strong class="ph b">Ticket &gt; Ticket status</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">New</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains none of the following</strong> |
<strong class="ph b">agent_copilot_enabled</strong>
<p class="p">This condition ensures that your trigger will run only once on each
ticket. The trigger will add the tag the first time it runs, and
after that, the presence of the tag prevents the trigger from
running again.</p>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, add the following conditions:
<ul class="ul" id="topic_wx3_rww_xcc__ul_ay3_rww_xcc">
<li class="li">(Optional) <strong class="ph b">Ticket &gt; Channel</strong> | <strong class="ph b">Is</strong> | &lt;select the channel
you want the trigger to work on&gt;<p class="p">Repeat the condition above for
additional channels. These conditions ensure that auto assist works
only on tickets created through certain channels. For example, you
might not want auto assist to apply to email tickets.</p>
</li>
<li class="li">(Optional) <strong class="ph b">Ticket &gt; Intent</strong> | <strong class="ph b">Is</strong> | &lt;select an intent you
have created a procedure for&gt;<p class="p">Repeat the condition above for
additional intents. You don’t need to create separate triggers for
each intent. Auto assist will be able to tell which procedure to use
based on the contents of the customer’s request as well as the
procedure title. Alternatively, add other conditions that fit your
organization’s workflows.</p>
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Actions</strong> pane, add the following action: <ul class="ul" id="topic_wx3_rww_xcc__ul_by3_rww_xcc">
<li class="li">
<strong class="ph b">Ticket &gt; Add tags</strong> | <strong class="ph b">agent_copilot_enabled</strong>
</li>
<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,
copilot_order_cancellation). 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>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create</strong>. </li>
</ol>
<p class="p">For more help with triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers for automatic ticket updates and
notifications</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_egf_gbx_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Next steps: Creating auto assist procedures and actions</h2>
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<p class="p">Before auto assist is fully functional for your agents, you need to create procedures
and actions that tell auto assist how to properly guide agents in solving tickets.
See the following articles for instructions: </p>
<ul class="ul" id="topic_egf_gbx_xcc__ul_clp_hbx_xcc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating procedures for auto assist</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">Creating custom actions for auto assist and
action flows</a>
</li>
</ul>
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