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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
  1. In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
  2. 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.

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