Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Switching Copilot on and deciding which agents get it. The rollout matters more than the settings do.
Turn it on
- In Admin Center, click the AI icon in the sidebar and select Agent copilot > Auto assist. Click Settings.
- Select Show auto assist replies and actions in the agent composer.
- In Who has access, pick the groups that should have it. Every group has it by default, which is not what you want on day one.
- Set the communication guidelines so suggestions match your tone.
- Tell those agents what it does and what it does not.
There is no single Copilot switch. This turns on auto assist; the other Copilot features each have their own page, so expect to come back here a few times rather than once.
To narrow it further than groups, a ticket trigger that applies the tag agent_copilot_enabled decides which channels and which tickets auto assist works on.
Start with a few agents
One group of five or six who are willing, for two weeks, which is exactly what Who has access is for. They will find the cases where suggestions are poor, and their opinion carries weight with the rest of the team in a way an announcement does not.
Set the guidelines before the rollout
Suggestions in a tone nobody uses get dismissed in the first hour, and first impressions of this feature are durable. Ten minutes on guidelines saves the launch.
Say what it does not do
It does not send anything, does not decide anything, and is not a measure of the agent's work. Say all three explicitly, because all three are assumed otherwise.
Do not measure adoption
Counting how often agents accept suggestions turns a tool into an assessment, and agents will accept suggestions they would otherwise improve. Measure handling time and quality if you must measure anything.
Collect what is wrong
Give the pilot group a place to report bad suggestions. Nearly all of them trace to articles, so that list is a knowledge base work list arriving from the people closest to customers.
Then widen
Once the pilot group would object to losing it, roll it out. That is a better signal than any usage statistic.
Comments
0 comments
Article is closed for comments.