Turning AI-generated procedures off or on

What's my plan?

Add-on | Copilot

Procedures are the sets of written steps that auto assist should follow when suggesting replies, custom actions, macros, or direct instructions to agents in a ticket. Each week, AI analyzes your ticket and account data and may automatically generate up to three procedure drafts per brand.

By default, AI-generated procedure drafts are automatically generated if you're using auto assist. You can turn them off or on as needed in Knowledge admin.

When you turn off AI-generated drafts, you're turning off AI from generating any new drafts automatically. Existing AI-generated drafts persist and must deleted manually.

To turn AI-generated procedures off or on

In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.

In the banner above your list of procedures, click Turn off AI-generated procedures.

If you've already turned off AI-generated procedures and want to turn them back on, click Try AI-generated procedures instead.

In the dialog window, click Turn off or Turn on depending on your selection in the previous step.