| Announced on | Rollout starts | Rollout ends |
| September 11, 2024 | September 11, 2024 | October 8, 2024 |
We’re excited to announce wider availability of an early access program (EAP) for agent copilot that is available for our customers with the Advanced AI add-on.
This announcement answers the following questions:
What’s changing and why?
Agent copilot proactively suggests replies and actions to agents based on simple text procedures created for copilot by admins. Agents can accept or edit these suggestions. When a reply is accepted, it will be sent to the end user in the name of the agent. If an action is accepted, agent copilot will execute it so that the agent doesn’t have to.
This way, agents save time on coming up with next steps or actions and instead just supervise the copilot, freeing up their time to focus on more meaningful and complex tasks. Agent copilot works in any industry and doesn’t require intent predictions.
We are opening the agent copilot EAP to all Zendesk customers with the Advanced AI add-on whose Zendesk instance has been migrated to the omnichannel messaging backend.
To sign up, submit the EAP form and select agent copilot from the list of available options.
How will this affect me?
If you signed up for the agent copilot EAP and your account meets the requirements mentioned above, you will get access to agent copilot within 5 business days of signing up.
What do I need to do?
After you sign up for the EAP, there is nothing more to do. If your account meets the requirements it will be enabled within 5 business days of signing up. For more information on using agent copilot, see Using agent copilot to help agents solve tickets (EAP).
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.