Plan requirement
| Subscription | Suite Professional or higher, Support Professional 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
- In Admin Center, click the AI icon in the sidebar.
- Go through the features one by one. Agent copilot > Auto assist is one page with its own Settings; the others each have their own.
- On each, check Who has access. It is set to every group unless somebody narrowed it.
- Look at usage in Account > Usage > Summary.
- Turn off what nobody uses.
Features are separate switches
The add-on covers Auto assist, Suggested first replies, Ticket summaries, Suggested macros and Enhanced suggested macros, Merging suggestions, Generative AI for voice, and the expand and tone controls in the composer. Each is configured on its own page, so 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.
One thing it does not cover, despite being called Copilot intelligent triage: the classifications themselves come with Suite and Support Professional and above. What the add-on adds there is the ability to act on them in a workflow.
The allowance, and what counts against it
Without the add-on you are not on nothing. The allowance is five uses per agent per month, pooled across all agents, capped at 500 uses a month. A team of ten shares fifty, and one person can use forty of them. Add ten agents mid-month and the allowance rises by fifty immediately. With the add-on, usage is unlimited.
Three things consume a use: the generative AI writing tools, an AI ticket summary generated by hand (refreshing one counts again), and a merging suggestion, but only once the agent clicks Confirm and Merge.
Intelligent triage classifications do not count against the allowance. They label incoming tickets regardless, which is the part teams overlook when weighing the add-on up.
The Monthly usage box under Account > Usage > Summary shows uses this month and how many remain. That figure decides the add-on question better than any projection.
You do not have to watch it, though. Admin Center warns you as the allowance runs down and again when it is gone, and agents are told in the ticket itself rather than finding out from a button that stopped working.
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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