Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Each week, AI analyses your ticket and account data and may write up to three procedure drafts per brand. This setting decides whether it does that at all, and the thing to know before you switch it off: the drafts already there stay.
Set it
- In Admin Center, click the AI icon in the sidebar.
- Select Knowledge.
- Under Knowledge copilot, set Automatically generate procedures.
It is in Admin Center rather than in the auto assist settings, which is where most people look first.
Where the first ones come from
Buy the Copilot add-on and drafts appear within about a day, written from your existing ticket data, before anybody has asked for them. So the first batch usually arrives unannounced. That is the setting working, not a fault, and it is the moment to decide whether you want the weekly rhythm at all.
Turning it off does not clean up
Switching it off stops AI generating new drafts. Existing AI-generated drafts persist and have to be deleted by hand from the procedures list.
So if the reason you are turning it off is a cluttered list, that is two jobs rather than one, and the second is the one you wanted.
Nothing is published without you
Generated procedures arrive as drafts and are not published automatically. Whichever way this is set, no procedure reaches an agent's suggestions until somebody publishes it, so this is a question of tidiness rather than risk.
The case for leaving it on
You get a description of how your team handles things, drawn from your own tickets, which is information you otherwise have to gather by asking people. Useful even where you discard every draft.
The case for switching it off
A list mixing your reviewed procedures with unreviewed drafts is harder to manage. Drafts are marked AI generated, so they are distinguishable, but three more per brand every week adds up faster than a small team reviews them.
A middle course
Leave it on, review the drafts monthly, and discard aggressively. At three per brand per week you know roughly what a month brings, which makes that a plannable half hour rather than an open-ended chore.
Watch what it reveals
Repeated drafts for the same case usually mean agents are handling it inconsistently. That is worth acting on regardless of whether you keep the draft.
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