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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.
If you purchased Advanced AI before October 9, 2024, you might already be using legacy versions of the features included in agent copilot. On February 10, 2025, your account was migrated to the new and upgraded features included in agent copilot.
This article walks you through what changes occured in your system as a result of the agent copilot migration, from both an admin and an agent perspective. It also outlines some required steps you need to take to ensure a smooth experience for your users.
This article contains the following topics:
- What changes for admins and agents when you migrate to agent copilot
- Required actions as a result of the agent copilot migration
Related articles:
What changes for admins and agents when you migrate to agent copilot
Migrating to agent copilot gives you access to the new and improved features detailed in the table below. For full details on any of the features, see the resources in Agent copilot resources.
Feature | Before migrating to agent copilot | After migrating to agent copilot |
Auto assist |
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Suggested first replies |
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Suggested macros |
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Enhance writing |
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Ticket summaries |
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Quick answers |
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Similar tickets (EAP) |
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Merging suggestions |
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Intelligent triage predictions |
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Entity detection (EAP) |
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Required actions as a result of the agent copilot migration
After being migrated to agent copilot, make sure to take the following steps to ensure a smooth experience:
Turn off Intelligence if you have custom layouts
After you're migrated to agent copilot, Intelligence in the context panel isn't available. Information previously located within Intelligence is now integrated within the ticket interface instead. If you’ve created any custom layouts, you should turn off Intelligence.
If you don’t, your agents will see a message similar to the one in the screenshot below.
To turn off Intelligence, see Turning on and configuring Intelligence in the context panel.
Communicate the agent-facing changes to your staff
Help your agents adjust to the new and updated features included in agent copilot. Use the table above as a guide for what changes they can expect to their workflows, and what new tools they’ll have available to them.
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