The updated auto assist experience makes it easier to set up auto assist, use it on the right tickets, and see value faster. It includes a guided setup wizard, confidence mode, and an updated composer. After setup, you can review auto assist performance on the updated Auto assist page in Admin Center.

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Summary: ◀▼

The updated auto assist experience offers a guided setup wizard, confidence-based suggestion mode, and an improved composer that lets you type while suggestions generate. You can configure access, review AI-generated procedures, and monitor performance metrics like acceptance rate and ticket coverage. This helps you tailor auto assist to your team's needs and improve support efficiency with relevant, real-time AI suggestions.

The updated auto assist experience is currently in an early access program (EAP). You can sign up for the EAP here.

The updated auto assist experience makes it easier to set up auto assist, use it on the right tickets, and see value faster. It includes a guided setup wizard, confidence mode, and an updated composer. After setup, you can review auto assist performance on the updated Auto assist page in Admin Center.

This article contains the following topics:

  • What's included in the EAP
  • Using the auto assist setup wizard
  • Reviewing auto assist performance
  • Using the updated auto assist composer

Related articles:

  • About auto assist
  • Using auto assist to solve tickets

What's included in the EAP

Your account must be enrolled in the EAP to access the updated auto assist experience in Admin Center and use the updated composer.

This EAP includes the following updates to auto assist:

  • Streamlined onboarding: A guided setup flow that helps you configure auto assist, review AI-generated procedure drafts, and turn on suggestion modes.
  • Confidence mode: A new suggestion mode that generates suggestions only when auto assist is confident they're correct. It learns in real time from agent interactions and doesn't require the agent_copilot_enabled tag.
  • Updated auto assist composer: An updated composer that lets agents continue typing while auto assist generates a suggestion in the background.

Using the auto assist setup wizard

Use the setup wizard to configure auto assist for your account. If you’ve already configured auto assist, you can use this wizard to review your current auto assist setup.

To start the auto assist setup wizard
  1. In Admin Center, click AI in the sidebar, then select Agent copilot > Auto assist.

  2. Click Review auto assist setup.
    The setup wizard includes the following steps:
    • Reviewing your sources
    • Choosing access and suggestion modes
    • Adding procedures

Reviewing your sources

Auto assist uses knowledge sources and your ticket content to find resolutions. Review the sources currently available in your account.

To review your sources

  1. Review the sources listed in the setup wizard.

    The more relevant sources available, the better auto assist suggestions will be.

    Sources can include:

    • Procedures: Step-by-step guidance written by admins that auto assist follows when suggesting replies. See Creating procedures for auto assist.
    • Public articles: Help center articles published in your account.
    • Tickets: Ticket content from your account, which auto assist can use when generating suggestions.
      Note: External sources, such as Confluence and Notion, and internal help center articles will be available as sources for auto assist in an upcoming update to this EAP.
  2. Click Next.

Choosing access and suggestion modes

Choose which agents can use auto assist and how auto assist generates suggestions.

To choose access and suggestion modes

  1. In the Who has access menu, select the groups that should have access to auto assist. By default, all groups have access.

  2. Under Suggestion modes, turn on the suggestion mode or modes you want to use. You can turn on one or both suggestion modes.

    The available suggestion modes include:

    • Based on confidence: Auto assist shows suggestions only when it's confident they're correct. It evaluates every ticket before generating a suggestion and learns in real time from how agents interact with suggestions. This mode doesn't require ticket tagging.
    • Based on tag: Auto assist shows suggestions for all tickets with the agent_copilot_enabled tag. This is the existing suggestion mode. See Turning on and configuring auto assist for information on setting up the tag.
    Note: If you turn on both suggestion modes, tag-based mode continues to work for tickets with the agent_copilot_enabled tag and confidence mode applies to all other tickets. Keeping both on helps preserve your existing workflows while you evaluate confidence mode.
  3. Click Next.

Adding procedures

Review AI-generated procedure drafts based on a sample of your tickets, or create a procedure manually. Procedures improve reply quality and resolution speed.

To add procedures

  1. If procedure drafts are available:
    1. Click Review to open and review a draft in Knowledge admin.
    2. (Optional) Edit the draft as needed.
    3. Click Publish to make the procedure available for auto assist.
    4. Continue reviewing and publishing drafts, or leave a draft unpublished to review later.

      You can access all drafts from the Procedures page in Knowledge admin.

  2. If your account doesn't have enough ticket history and you don't see any procedure drafts, click Create procedure to create a procedure manually.

    See Creating procedures for auto assist for more information.

  3. Click Finish setup.

    The new Auto assist page opens.

Reviewing auto assist performance

After setup, the Auto assist page gives you an overview of auto assist performance and the sources it uses.

To check auto assist performance

  • From the updated Auto assist page in Admin Center, you can do the following:
    • Review your 7-day performance data, which includes your acceptance rate (how often agents approve auto assist suggestions) and ticket coverage (the percentage of tickets where auto assist generated a suggestion).
    • Click View dashboard to open the Explore analytics dashboard.
    • Review your list of Sources available to auto assist, with acceptance rate and source coverage broken down by source type.
    • Click Settings in the top-right corner to update your access or suggestion modes.

Using the updated auto assist composer

The updated auto assist composer is available to all agents with permission to use auto assist.

To use the updated auto assist composer

  1. In the Agent Workspace, open a ticket.
  2. Start typing a reply, or wait for auto assist to generate a suggestion.
    • If you're typing a reply: Auto assist works in the background to generate a suggestion. While a suggestion is being generated, the auto assist icon in the upper-right corner of the composer displays three animated dots. When the suggestion is ready, click the auto assist icon in the upper-right corner of the composer.

    • If you aren't typing a reply: The auto assist suggestion appears automatically in the composer.

  3. Review the suggestion, then click Edit or Approve.

For more information about reviewing and approving auto assist suggestions, see Using auto assist to solve tickets.

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