The suggested first replies feature, which is part of agent copilot, uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles. Using AI-generated suggestions to respond to tickets helps agents save time and increase productivity.
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About suggested first replies
The suggested first replies feature scans the comments in a ticket and compares them against your existing macros, your help center articles, or a large language model (LLM) to generate a suggestion. The channel that the ticket comes through is what determines the context and the sources used to generate the suggested reply.
| Ticket channel | Context used to generate a suggestion | Sources used to generate a suggestion |
| Email and web form | Ticket subject and first comment from the end user |
If a high-confidence match cannot be identified, no suggested reply is populated. |
| Messaging | Messages exchanged between the end user and the bot (also known as the bot conversation history on the ticket before handoff to the agent) |
|
If a high-confidence match is identified, a suggested reply is populated in the composer. This happens only for the first agent reply. Suggested first replies based on macros match the exact content from your account, while suggested first replies based on help center articles are generated by AI.
The agent can review a suggested reply and perform one of the following actions:
- Accept and send the reply as is
- Update and send the reply
- Reject the reply and send their own
If an agent accepts a suggested reply, the accepted_suggested_first_reply tag is added to the ticket. You can use this tag in Explore to report on your agents’ use of suggested first replies. See Explore recipe: Reporting on suggested first replies.
For more information on the agent workflow, see Using AI to generate a first reply in a ticket.
Suggested first replies work for tickets created via email, web form, and messaging (including social messaging). Currently, the only supported language is English.
Requirements for using suggested first replies
To use suggested first replies, you must meet the following requirements:
- Have the Advanced AI add-on.
- Have the Agent Workspace.
- Be migrated to the improved messaging backend. Most Zendesk accounts have already been migrated. To see if your account has been migrated, open Admin Center and search for the Messaging triggers page. If you see this page, your account has been migrated. If you don’t see this page, your account has not yet been migrated but will be in the future.
- Be eligible for suggested macros. See the eligibility requirements in Turning on suggested macros.
Turning suggested first replies on and controlling access
Admins can control whether suggested first replies are turned on and, if so, which groups can access the functionality.
To turn suggested first replies on and control access
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent
copilot. - Under Suggestions, select Suggest first replies.
- In the Who has access field, search for and select the groups that should be able to use the suggested first replies feature. By default, all groups have access.
- Click Save.