Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Procedures are the written steps auto assist follows when it suggests replies, custom actions, macros or direct instructions to an agent. They live in Knowledge admin, not in the auto assist settings, and published ones carry three metrics that tell you whether they are working.
Open the list
- In Knowledge admin, click Manage articles in the sidebar and select Procedures.
- Sort or filter to find the one you want.
- Click a procedure's name to edit it.
- Use the options menu, the vertical three-dot icon, to unpublish or delete.
The list holds drafts and published procedures together. Drafts written by AI are marked AI generated, which is how you tell them from the ones your team wrote.
The three metrics are the review
| Tickets | How many times auto assist applied the procedure in the last 30 days. |
| Acceptance rate | How often agents accepted its suggestions in the last 30 days. |
| Edit rate | How often agents edited its suggestions in the last 30 days. |
These appear once a procedure has been published for at least 30 days. Read them as a pair: a high edit rate with a high acceptance rate means the procedure is close but wrong somewhere specific, which is the most fixable state a procedure can be in.
Unpublish rather than delete
A procedure for a process that is paused can be unpublished and published again later. Deleting means rewriting, and the version you rewrite will be worse than the one that had been corrected three times.
Give each one an owner
The person responsible for that process, not the admin who typed it in. When the returns policy changes, the returns owner should be the one who knows the procedure needs updating. Without that, procedures are maintained by whoever notices, which is nobody.
Look for overlaps
Two procedures covering nearly the same case make auto assist choose, and it will sometimes choose the older one. Where two overlap, merge them or sharpen the "when it applies" until the boundary is clear.
Tie the review to the process
Any policy change, price change or new product means going through the procedures it touches. That is the moment they break, and it is the moment nobody is thinking about them.
Read them once a quarter
Straight through, as a set. Contradictions between procedures are invisible one at a time and obvious when read together.
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