Migrating to the new agent copilot experience

You must have the Advanced AI 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. Your current experience with these features will not change until you opt in to agent copilot. However, at any time, you can opt in to receive access to all of the new and upgraded features included in agent copilot.

This article walks you through what changes occur in your system when you opt in to agent copilot, from both an admin and an agent perspective. It also outlines the required steps you need to take to be prepared for opting in, and how to submit your opt-in request.

This article contains the following topics:

• What changes for admins and agents when you opt in to agent copilot
• Required actions to take before opting in to agent copilot
• How to opt in to agent copilot

Related articles:

• About agent copilot
• Agent copilot resources

What changes for admins and agents when you opt in to agent copilot

Opting in 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 opting in to agent copilot	After opting in 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 to take before opting in to agent copilot

Before opting in to agent copilot, make sure to take the following steps to ensure a smooth opt-in 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 opt in 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 must turn off Intelligence before opting in to agent copilot.

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 prepare for 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.

How to opt in to agent copilot

To get started, submit this Google form with your account details and the date you’d like the agent copilot upgrade to happen. You must be an administrator with the authority to make changes to your Zendesk account’s configuration.

After your account is upgraded to the new agent copilot experience, it’s not possible to downgrade.