Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Agent |
For agents: what a suggestion is worth, and the habit that keeps them useful rather than a source of confident mistakes.
Use one
- Open the ticket.
- Look at the suggested reply in the panel.
- Read it against what the customer asked.
- Insert it, edit it, and send.
Where the suggestion comes from
The feature is Suggested first replies, part of the Copilot add-on. Its wording follows the communication guidelines your admins set, and when those are on they take priority over the style the system would otherwise infer from the conversation. So a suggestion that consistently sounds wrong is usually a guidelines problem rather than yours to keep editing.
Read it, do not scan it
A suggestion is built from your macros first, and from your help centre articles where no macro matches. On messaging channels a language model is involved as well. It is usually right and it is occasionally confidently wrong, and the two look identical.
The check that matters: does this answer this customer's question, with their details, in their situation?
Always edit something
A sent-as-is suggestion tends to read as generic, because it was written for the general case. One sentence naming their specific circumstance turns it into a reply from a person.
Where it saves the most time
Not the short answers you could type faster yourself. It is the long explanations you write occasionally, where getting the structure right takes the time and you now start from a draft.
Check every fact
Dates, amounts, names, limits, next steps. Those are what customers act on and what a generative system gets wrong most plausibly.
Report the bad ones
A wrong suggestion almost always comes from a macro or an article that is wrong or unclear. Reporting it fixes that source, which fixes it for every colleague and, where it is an article, every customer reading it.
Your edits are counted, too. Where suggestions come from an auto assist procedure, that procedure carries an acceptance rate and an edit rate over the last 30 days, so a pattern of edits shows up as a number your admins can act on.
This is the loop that makes the feature get better; without it, quality is fixed at whatever it was on day one.
It is not a score
Accepting or rejecting suggestions is not measured against you. Reject freely; that is what the choice is for.
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