Using auto assist to help agents solve tickets

You must have the Advanced AI add-on to use this feature.

Auto assist, which is part of agent copilot, is an AI-powered assistant that helps you solve tickets faster. Using a large language model (LLM), auto assist understands the contents of submitted tickets and makes suggestions on how to solve them.

When you’re working on tickets in the Agent Workspace, suggestions made by auto assist appear in the place where the composer would otherwise exist. These suggestions can be replies that you can send to the customer, or other actions that auto assist can execute for you. However, you’re always in control—you must always accept a suggestion before a response is sent or an action is taken.

With auto assist, you spend less time on repetitive tickets, solve tickets in a more consistent way, and ultimately close more tickets.

This article contains the following topics:

• Reviewing an auto assist suggestion
• Taking over from auto assist suggestions

Related articles:

• Turning on and configuring auto assist
• Creating and managing procedures for auto assist
• Creating and managing actions for auto assist
• Workflow recipe: Canceling and refunding a Shopify order with agent copilot (EAP)
• Explore recipe: Reporting on agent copilot (EAP)

Reviewing an auto assist suggestion

You must always review and approve the replies or actions suggested by auto assist. Any replies suggested by auto assist that you approve and send are sent under your name. Similarly, any actions suggested by auto assist that you review and approve are performed under your name in the Events view.

In the case of a suggested reply, you can edit the wording before sending it. Suggested actions can be removed, or you can take over the ticket to perform a different one.

To review an auto assist suggestion

1. In the Agent Workspace, open a ticket.
2. In the ticket, review the suggestion in the Auto assist panel.
   Tip: Hover your mouse over the info icon () to see why auto assist generated the suggestion.
   • If the suggestion is what you want to send, click Approve. The message will be sent under your name, and any actions taken will be performed under your name in the Events view.

     

   • If the suggestion needs to be edited, click Edit, update the reply as needed, click Save, and then click Approve. Or, click Cancel edit to return to the unedited suggestion.

     Actions cannot be edited. If you don’t want to perform a suggested action, click the X on the action to remove it. Or, take over from auto assist instead.

     
   • If you want to revert to the original suggestion, click Reset.

Auto assist provides a new suggestion after every customer response.

Taking over from auto assist suggestions

If you don’t want to receive help from auto assist on a ticket, you can take over and interact with the ticket as you normally would.

To take over from auto assist suggestions

1. In Agent Workspace, open a ticket.
2. In the Auto assist panel, click the auto assist icon () to toggle auto assist suggestions off.
3. Compose messages in the Agent Workspace as normal.

   If you want to return to the auto assist suggestions, click the auto assist icon () again.