Viewing and managing procedures for auto assist

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<p id="docs-ai-summary-content">Manage your auto assist procedures to enhance customer support. View and edit AI-generated or manually created procedures in Knowledge admin. Analyze performance metrics to refine procedures and improve agent interactions. Unpublish procedures to pause their use without deletion, or permanently delete them if no longer needed. Use filters and sorting to find specific procedures easily.</p>
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<p class="p">Procedures are the sets of written steps that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank" rel="noopener">auto assist</a> should follow when suggesting replies, custom actions, macros, or direct instructions to agents in a ticket.</p>
<p class="p">You can view and manage procedures in Knowledge admin after they're <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178#topic_efr_gbc_xhc" target="_blank" rel="noopener">automatically generated by AI as drafts</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank" rel="noopener">manually created by you or another admin</a>. Procedures can be edited, unpublished, and deleted, or you can quickly navigate to a specific procedure by sorting and filtering.</p>
<p class="p">For procedures that have been published for at least 30 days, you can see key metrics about how frequently auto assist uses each procedure and how often agents accept or edit auto assist’s suggestions.</p>
<p class="p">This article contains the following topics:</p>
<ul id="zug_ai_auto_assist_procedures__ul_y2r_q44_xcc" class="ul">
<li class="li"><a class="xref" href="#topic_v3q_wyb_qgc">Viewing and finding procedures</a></li>
<li class="li"><a class="xref" href="#topic_pd3_k44_xcc">Editing a procedure</a></li>
<li class="li"><a class="xref" href="#topic_hst_k44_xcc">Unpublishing a procedure</a></li>
<li class="li"><a class="xref" href="#topic_udm_l44_xcc">Deleting a procedure</a></li>
</ul>
<p class="p">Related articles:</p>
<ul id="zug_ai_auto_assist_procedures__ul_gns_p44_xcc" class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank" rel="noopener">Turning on and configuring auto assist</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810823284122" target="_blank" rel="noopener">Viewing published procedure revisions and restoring a previous version</a></li>
</ul>
</div>
<div id="topic_v3q_wyb_qgc" class="topic nested1" aria-labelledby="ariaid-title2">
<h2 id="ariaid-title2" class="title topictitle2">Viewing and finding procedures</h2>
<div class="body">
<p class="p">From the Procedures page in Knowledge admin, you can view your draft and published procedures for auto assist</p>
<div class="p">
<strong class="ph b">To view and find procedures</strong>
<ol id="topic_v3q_wyb_qgc__ol_fyy_czb_qgc" class="ol">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank" rel="noopener">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong> (<img id="topic_v3q_wyb_qgc__d8e109" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span>
<p class="p">Your draft and published procedures are displayed in a list.</p>
<p class="p"><img id="topic_v3q_wyb_qgc__image_hln_b1c_qgc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedures_view_metrics.png" width="600"></p>
<p class="p">If a procedure draft was automatically generated by AI, it displays the "AI generated" status.</p>
<p class="p"><img id="topic_v3q_wyb_qgc__image_scn_dhf_yhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedure_status.png" width="400"></p>
<div class="p">Your published procedures display the following metrics:
<ul id="topic_v3q_wyb_qgc__ul_ghk_m1c_qgc" class="ul">
<li class="li">
<strong class="ph b">Tickets</strong>: Number of times auto assist applied the procedure to tickets in the last 30 days.</li>
<li class="li">
<strong class="ph b">Acceptance rate</strong>: How often agents accepted auto assist suggestions from the procedure in the last 30 days.</li>
<li class="li">
<strong class="ph b">Edit rate</strong>: How often agents edit auto assist suggestions from the procedure in the last 30 days.</li>
</ul>
</div>
</li>
<li class="li">In the upper-right of the procedures list, click the <strong class="ph b">Show and hide columns</strong> icon (<img id="topic_v3q_wyb_qgc__image_rw5_yct_1hc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_hide_columns_icon.png" width="18">) to choose which columns to display.</li>
<li class="li">Click to select or deselect the columns you want to show or hide from the list.
<p class="p"><img id="topic_v3q_wyb_qgc__image_sw5_yct_1hc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedures_show_hide_columns.png" width="200"></p>
<p class="p">At the top of a column header, click the sort icon (<img id="topic_v3q_wyb_qgc__image_tw5_yct_1hc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort.png" width="8" height="12">) to sort the list.</p>
</li>
<li class="li">Click <strong class="ph b">Filters</strong>, then select <strong class="ph b">Brands</strong> or <strong class="ph b">Status</strong>.
<p class="p"><img id="topic_v3q_wyb_qgc__image_gn1_qk3_zhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procdures_filter_status.png" width="400"></p>
<p class="p">You can filter by brand if your account uses <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank" rel="noopener">multiple brands</a>.</p>
<p class="p"><img id="topic_v3q_wyb_qgc__image_vsd_mck_q2c" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedures_filter_brands.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
<div id="topic_pd3_k44_xcc" class="topic nested1" aria-labelledby="ariaid-title3">
<h2 id="ariaid-title3" class="title topictitle2">Editing a procedure</h2>
<div class="body">
<p class="p">You can edit both draft and published procedures, including AI-generated procedure drafts.</p>
<p class="p">When editing a published procedure, you can view its 30-day performance metrics and the specific tickets that were assisted by the procedure. You may want to use this information to identify how the procedure could be improved and optimized.</p>
<p class="p"><strong class="ph b">To edit an existing procedure</strong></p>
<div class="p">
<ol id="topic_pd3_k44_xcc__ol_ekl_2w4_xcc" class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank" rel="noopener">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong> (<img id="topic_pd3_k44_xcc__d8e109" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span></li>
<li class="li">Click the name of the procedure you want to update.
<p class="p">If the procedure is an AI-generated draft, you can view the sources that were used to generate it on the right-hand side of the screen.</p>
<p class="p"><img id="topic_pd3_k44_xcc__image_rdw_vl3_zhc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_gen_procedures_sources.png" width="600"></p>
<p class="p">If the procedure has been published for at least 30 days, the <strong class="ph b">30-day performance</strong> metrics display on the right-hand side of the screen.</p>
<p class="p"><img id="topic_pd3_k44_xcc__image_rbr_rxc_qgc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_procedure_edit_view_metrics.png" width="600"></p>
<div class="p">From here, you can:
<ul id="topic_pd3_k44_xcc__ul_wbb_nyc_qgc" class="ul">
<li class="li">View information about how many tickets were assisted by the procedure, as well as the percentages of auto assist suggestions that were accepted or edited by agents in the last 30 days.</li>
<li class="li">Click <strong class="ph b">View in Analytics</strong> to open the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258#topic_z5s_jj5_fgc" target="_blank" rel="noopener">Auto assist tab of the Zendesk Copilot: Agent productivity dashboard</a>. This dashboard allows you to drill deeper on procedure performance metrics.</li>
<li class="li">View a list of the specific tickets assisted by the procedure. Hover over a ticket to view a summary.</li>
</ul>
</div>
<p class="p">This information can help you pinpoint areas where the procedure could be improved as you edit its content.</p>
</li>
<li class="li">Update the procedure’s name, content, or associated brands as needed.</li>
<li class="li">Click <strong class="ph b">Publish</strong>.</li>
</ol>
</div>
</div>
</div>
<div id="topic_hst_k44_xcc" class="topic nested1" aria-labelledby="ariaid-title4">
<h2 id="ariaid-title4" class="title topictitle2">Unpublishing a procedure</h2>
<div class="body">
<p class="p">Unpublishing a procedure allows you to retain the content (nothing is deleted), but auto assist won’t offer agents suggestions based on that procedure until you publish the procedure again.</p>
<p class="p"><strong class="ph b">To unpublish a procedure</strong></p>
<div class="p">
<ol id="topic_hst_k44_xcc__ol_bcp_nw4_xcc" class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank" rel="noopener">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong> (<img id="topic_hst_k44_xcc__d8e109" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span></li>
<li class="li">For the procedure you want to unpublish, click the options menu (<img id="topic_hst_k44_xcc__image_ixz_sw4_xcc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16" height="16">) and select <strong class="ph b">Unpublish</strong>.</li>
</ol>
</div>
</div>
</div>
<div id="topic_udm_l44_xcc" class="topic nested1" aria-labelledby="ariaid-title5">
<h2 id="ariaid-title5" class="title topictitle2">Deleting a procedure</h2>
<div class="body">
<p class="p">If you no longer need a procedure, you can delete it. As with unpublishing a procedure, deleting a procedure ensures that auto assist will no longer advise agents based on the instructions within the procedure. Deleting a procedure is permanent, and its contents cannot be recovered.</p>
<p class="p"><strong class="ph b">To delete a procedure</strong></p>
<div class="p">
<ol id="topic_udm_l44_xcc__ol_z3y_xw4_xcc" class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank" rel="noopener">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong> (<img id="topic_udm_l44_xcc__d8e109" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span></li>
<li class="li">For the procedure you want to delete, click the options menu (<img id="topic_udm_l44_xcc__image_q1r_zw4_xcc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16" height="16">) and select <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete procedure</strong> in the confirmation dialog.</li>
</ol>
</div>
</div>
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