Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Which Copilot features are on, for whom, and how much they are being used. Worth a look every month.
Review them
- Open the AI settings in Admin Center.
- Go through the features one by one.
- Check which agents have access.
- Look at usage.
- Turn off what nobody uses.
Features are separate switches
Suggested replies, summaries, tone and expansion, auto assist, triage. Buying the add-on does not turn all of them on, and a team that says "we have Copilot and it does nothing" is usually looking at a half-enabled configuration.
Seats are the thing to watch
It is priced per agent. Agents who have left, or who moved to work where it does not help, are still consuming seats until somebody looks.
A quarterly check against your actual team is a small habit with a real number attached.
Low usage is information, not failure
A feature nobody uses is either badly suited to the work or badly explained. Ask the team which, because the answer differs and so does the fix.
Summaries, for instance, are used constantly by teams with long threads and almost never by teams whose tickets are three messages.
Not everybody needs everything
First-line agents handling volume benefit from suggestions; specialists writing considered replies often do not. Enabling per group rather than per account keeps the interface uncluttered for people the feature does not serve.
Recheck after a plan change
Availability follows your plan and add-ons, so a change either side can quietly alter what is on.
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