Procedures are the instructions that auto assist, part of agent copilot, should follow when suggesting replies or actions to an agent in a ticket.
You can edit, unpublish, and delete your procedures, as well as filter them by brand.
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Editing a procedure
If you need to update the instructions that auto assist should follow, you can edit any of the procedures you created for it.
To edit an existing procedure
- In Knowledge admin, click Manage articles (
) in the sidebar. - Select Procedures.
- Click the name of the procedure you want to update.
- Update the procedure’s name, content, or associated brands as needed.
- Click Publish.
Unpublishing a procedure
Unpublishing a procedure allows you to retain the content (nothing is deleted), but auto assist won’t offer agents suggestions based on that procedure until you publish the procedure or mark it as live again.
To unpublish a procedure
- In Knowledge admin, click Manage articles () in the sidebar.
- Select Procedures.
- For the procedure you want to unpublish, click the options menu (
) and select Unpublish.
Deleting a procedure
If you no longer need a procedure, you can delete it. As with unpublishing a procedure, deleting a procedure ensures that auto assist will no longer advise agents based on the instructions within the procedure. Deleting a procedure is permanent, and its contents cannot be recovered.
To delete a procedure
- In Knowledge admin, click Manage articles () in the sidebar.
- Select Procedures.
- For the procedure you want to delete, click the options menu () and select Delete.
Filtering procedures by brand
You can filter your procedures by brand if your account uses multiple brands and your procedures are associated to specific brands.
To filter procedures by brand
- In Knowledge admin, click Manage articles () in the sidebar.
- Select Procedures.
- Click Filters, then select the brand(s) you want to filter by.
