Auto assist 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.

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Auto assist helps you solve tickets faster with AI-powered suggested replies, macros, and admin-written instructions. You can review, edit, approve, or dismiss suggestions, see the source behind them when available, and let pre-approved actions handle low-risk tasks. It helps you reduce repetitive work, keep responses consistent, and close more tickets.

Auto assist 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, auto assist suggestions appear where the composer would otherwise be. These suggestions can include replies you can send to the customer, actions auto assist can perform for you, or macros you use regularly. In most cases, you review and approve suggestions before they’re applied, though some low-risk actions may run automatically.

Auto assist may also provide instructions written by your admin that are relevant to your conversation. These instructions are steps you should follow to solve the ticket.

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:

  • Understanding auto assist suggestions
  • Reviewing and editing an auto assist suggestion
  • Following instructions provided by auto assist
  • Taking over from auto assist suggestions

Related articles:

  • About auto assist
  • Using formatting options and controls in the Agent Workspace

Understanding auto assist suggestions

Auto assist provides different types of support based on your admin’s configuration. Understanding how these suggestions work and what you can do will help you manage your tickets more efficiently.

Suggestion type Description
Suggested replies

You can edit the wording and formatting before sending a suggested reply. Suggested actions can be removed, or you can take over the ticket to perform a different one.

New auto assist suggestions may appear when you're editing a suggested reply and the ticket is updated, such as when the end user sends another reply.

Auto assist adapts its suggested text responses to match the tone and writing style of your conversation with an end user. See About communication guidelines.
Suggested macros

You can edit the wording, formatting, and remove all actions from a suggested macro before approving and applying it.

Suggested macros may include unsupported actions, such as starting side conversations, or unsupported elements, such as internal notes or attachments. If you approve a suggested macro with an attachment, it will be sent to the end user even though you can't preview the attachment.
Manual instructions

The instructions auto assist suggests are different from other auto assist suggestions. Auto assist doesn't generate these instructions. They're written by your admin. Instead of reviewing and approving them like other suggestions, you perform the steps manually and mark them complete when you're done.

For example, if you're working on a ticket for a product return, auto assist might suggest a reply asking for the user's order number and other information. After the user replies, auto assist might then provide instructions on how to log in to your internal inventory management system and submit the return.

Your admin may have pre-approved certain actions so that auto assist can perform them automatically and help you save time. Pre-approved actions are typically actions that gather information, such as checking an order's shipping status, or actions that are regularly accepted by you and other agents. In most cases, actions that update data, such as refunding an order, still require your approval before they can be performed.

When auto assist performs an action automatically, you'll see a log of the action in the ticket conversation. It is clearly marked and isn't attributed to you. See Understanding pre-approved actions to learn more.

Pre-approved actions are also recorded in the ticket's events log. See Viewing all events for ticket updates to learn more about how auto assist information appears in a ticket's events log.

Reviewing and editing an auto assist suggestion

You can review and edit auto assist suggestions before accepting them.

To review and edit an auto assist suggestion

  1. In the Agent Workspace, open a ticket.
  2. In the ticket, review the auto assist suggestion that appears in the composer.

    Tip: Hover your mouse over the info icon () to see why auto assist generated the suggestion. If you have permission, you can also view the source used to generate the suggestion.

    If you were already typing a reply, the suggestion appears in a banner above the composer. Click the banner to open the suggestion.

    You can do the following:

    • Approve suggestion: If the suggestion is what you want to send or the action is what you want to perform, click Approve.
    • Edit suggestion: To edit the suggestion, click in the composer and update the wording or edit the formatting by clicking the T icon at the bottom of the comment field. Actions can't be edited.

      All formatting tools are available for auto assist suggestions on the email channel except for lists. On the messaging channel, indents and tables aren’t available.

      Click Undo to return to the unedited suggestion.

      If the ticket is updated while you're editing a suggestion, then new suggestions may be available. Click View suggestions to review the new suggestions.

      Click Apply to approve the suggestion and overwrite the previous suggestion you were editing.

    • Review suggested macro: If the suggestion is a macro, click its name to open a preview.

      The macro's preview shows any ticket property actions it'll perform and its public reply. You can make changes in the Agent Workspace if needed.

    • Dismiss suggestion: Click the X in the upper-right corner of the composer to dismiss the suggestion. You can take over from auto assist instead.
    • Leave feedback: If the suggestion isn't helpful, click the info icon , then select Leave feedback.

      Select one of the predefined feedback options or click Other and enter your feedback. Then, click Share feedback.

      Your feedback helps improve the quality of auto assist's suggestions.

    Any replies sent and any actions taken are performed under your name. You can view approved replies and actions in the ticket's events.

    Auto assist provides a new suggestion after every customer response.

Viewing sources for auto assist suggestions

If you have the appropriate permission, you can view the source auto assist used when generating a suggestion.

Sources are displayed when suggestions are based on procedures, public help center articles, or similar solved tickets. Suggestions can be generated from other sources, but these sources aren't displayed in auto assist's rationale. See Understanding auto assist sources for suggestions to learn more.

To view the source auto assist used for a suggestion
  1. In the Agent Workspace, open a ticket.
  2. In the ticket, review the suggestion in the Auto assist panel.
  3. Hover your mouse over the info icon ().

    Auto assist displays its rationale and, if the suggestion was generated from a procedure, help center article, or similar solved tickets, it displays the sources.
  4. (Optional) Click the title of the source to open it.

Following instructions provided by auto assist

If your admin has written instructions that are relevant to your ongoing conversation, auto assist may show them to you so that you can follow them to help solve the ticket.

Following instructions provided by auto assist
  1. In Agent Workspace, open a ticket.
  2. Above the Auto assist panel, hover your mouse over the provided Instructions for an overview.

    Auto assist might also suggest a reply. Click Approve to accept the suggestion and send the reply.

  3. Click the instructions to open them in the Knowledge panel.

  4. Perform the steps and click Completed when you're done.

    If you try to complete the steps but can't, click Not completed.

    If the instructions are irrelevant, you can ignore them and don’t need to click anything.

  5. Continue the conversation with the user.

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.
    Note: You can reply with a macro without turning auto assist 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.

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