Migrating to the agent copilot experience

Add-on

Copilot

You must have the Copilot add-on to use the features described in this article. If you purchased Advanced AI on or after October 9, 2024, agent copilot is already available in your account, meaning you don’t need to follow the process 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.

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

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	EAP release only Feature was known as agent copilot Admin Center settings was located on Generative AI page Access was granted at agent level Procedures were written in Admin Center Actions were limited to certain Shopify actions only	General availability release Feature is known as auto assist Admin Center settings are located on Agent copilot page Access is granted at group level Procedures are written in Guide (any existing procedures from Admin Center are migrated to Guide) Actions are expanded to include custom API actions
Suggested first replies	EAP release only No Admin Center settings to turn the feature on or off or to control access	General availability release Settings in Admin Center to turn the feature on or off and to control access
Suggested macros	Suggested macros were located in the Apply macros menu within a ticket as well as in Intelligence in the context panel	Suggested macros are located only in the Apply macros menu (Intelligence panel no longer exists) Red badges now indicate when a suggested macro is available Confidence levels indicate how likely a macro is to apply to the current ticket
Enhance writing	Admin Center setting was located on Generative AI page	Admin Center setting is located on Agent copilot page
Ticket summaries	Admin Center setting was located on the Generative AI page, and the visibility setting was located on the Context panel page Summaries were located in Intelligence in the context panel	Admin Center setting is located on Agent copilot page Summaries are located in the ticket header (Intelligence panel no longer exists)
Quick answers	EAP release only Feature was called generative search for Agent Workspace Admin Center setting was located on Context panel page	General availability release Feature is called quick answers When auto assist is active, it’s not possible to copy links or quotes from Knowledge in the context panel
Similar tickets (EAP)	Admin Center setting was located on Context panel page Similar tickets were located in Intelligence in the context panel	Admin Center setting is located on Agent copilot page Similar tickets are located in the search bar in Agent Workspace (Intelligence panel no longer exists)
Merging suggestions	Admin Center setting was located on Context panel page Merging suggestions were located in Intelligence in the context panel	Admin Center setting is located on Agent copilot page Merging suggestions are located in Merging suggestions in the context panel (Intelligence panel no longer exists) Red badge indicates when suggestions are present
Intelligent triage predictions	Admin Center setting was located on the Generative AI page, and the visibility setting was located on the Context panel page Predictions were located in ticket properties panel and in Intelligence in the context panel	Admin Center setting is located on Agent copilot page Predictions are located in ticket properties panel (Intelligence panel no longer exists) Intent is also located in the ticket header
Entity detection (EAP)	No changes

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
Communicate the agent-facing changes to your staff

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.