Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Agent |
Auto assist works through a procedure step by step. Copilot suggests a reply; auto assist proposes the whole handling.
The difference
A suggested reply answers the message in front of you. Auto assist knows the case has three steps, proposes the first, waits for you to approve, then proposes the next.
One helps you write. The other helps you work.
It follows what you wrote
Procedures are instructions in plain language: check this, then say that, then set this field. The AI carries them out and the agent approves each step.
So the quality of auto assist is the quality of your procedures, exactly and only.
Where it fits
- Multi-step cases with a defined order: returns, cancellations, address changes.
- Anything with a compliance step that must not be skipped.
- Work that is handled differently by different agents, where consistency is the point.
Where it does not
Cases needing judgement, and cases you have never written down. Auto assist cannot infer your process; if two agents disagree about how something is handled, it has nothing to follow.
The agent still approves
Every step. Nothing is sent or changed without somebody agreeing, which is what makes it safe to use on cases that touch a customer's money.
Where to start
Your most common multi-step case. Write the procedure, test it, and watch a few real tickets go through it before adding a second.
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