Agent copilot resources

You must have the Advanced AI add-on to use the features described in this article.

Agent copilot is a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency and customer satisfaction.

This article lists the features included in agent copilot and the available resources for each feature.

Overall resources

• About agent copilot

• Migrating to the new agent copilot experience

Auto assist resources

• Turning on and configuring auto assist

• Creating and managing procedures for auto assist

• Creating and managing actions for auto assist

• Using auto assist to help agents solve tickets

• Workflow recipe: Canceling and refunding a Shopify order with auto assist

• Explore recipe: Reporting on the auto assist feature of agent copilot

Suggested first replies resources

• Turning on suggested first replies

• Using AI to generate a first reply in a ticket

• Explore recipe: Reporting on suggested first replies

Suggested macros resources

• Turning on suggested macros

• Applying suggested macros to tickets

Enhance writing resources

• Turning on enhance writing

• Enhancing ticket comments using generative AI

• Using generative AI to expand and enhance help center content

• Using the new article editor with generative AI article summaries

Ticket summaries resources

• Turning on ticket summarization

• Summarizing ticket comments using generative AI

Quick answers resources

• Turning on quick answers for Agent Workspace
• Using quick answers for generative search in tickets

Similar tickets resources

• Turning on similar tickets

• Finding tickets similar to the current ticket

Merging suggestions resources

• Turning on merging suggestions

• Merging related tickets based on suggestions

Intelligent triage predictions resources

• Automatically detecting customer intent, language, and sentiment

• Viewing intelligent triage predictions

Note: For even more about the overall intelligent triage feature, see Intelligent triage resources.

Entity detection resources

Automatically detecting unique information in tickets