Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Switching auto assist on and scoping it. Do not enable it before you have one procedure worth following.
Turn it on
- Open the AI settings in Admin Center.
- Enable auto assist.
- Choose which agents have it.
- Scope which tickets it applies to.
- Check your procedures are published.
- Watch a few real tickets go through it.
Write the procedure first
Auto assist with no procedures does very little, and the team concludes the feature is empty. One good procedure for your most common multi-step case is a better launch than the switch on its own.
Scope it with tags
Rather than everything at once. Apply it to one ticket type, watch how it behaves, then widen. Broad from day one means every oddity arrives together and you cannot tell which procedure caused what.
Start with one team
The people who handle that ticket type. They know the process well enough to notice when the procedure is subtly wrong, which is exactly the feedback you need in week one.
Say what changes for agents
Proposed steps they approve, in order. Not instructions they must accept, and not a measure of their work. Both need saying out loud, because both are assumed otherwise.
Approval stays with the agent
Nothing is sent or changed without somebody agreeing. That is what makes it safe on cases involving money, and it is worth being explicit about with anybody nervous.
Watch the first fifty
Real tickets, start to finish. Every gap in a procedure shows up there, and they are cheap to fix while the scope is still one ticket type.
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