Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Scoping auto assist to the tickets you have procedures for. The setting that keeps a rollout controlled.
Set it up
- Decide which tickets should get auto assist.
- Write a ticket trigger that puts the tag
agent_copilot_enabledon exactly those tickets. That tag is the switch: without it, no suggestion appears in the Agent Workspace. - In Admin Center, click AI, then Agent copilot > Auto assist, and set Who has access to the groups that should use it. Every group has access by default.
- Test with a ticket that has the tag and one that does not.
One boundary decides where this is possible at all: auto assist works on messaging and email, and cannot be configured on chat or voice.
Why scope at all
Auto assist on tickets with no matching procedure offers little and gets in the way. Agents conclude the feature is empty, and that impression is hard to shift later.
Scoping means every ticket where it appears is one where it helps.
Tag from a trigger, not by hand
A tag agents have to remember is a tag that will be missing half the time. Apply it automatically from the form, the channel, or the triage topic.
Triage topics are the natural fit
Where you have intelligent triage, the topic already says what a ticket is about. Using that to drive the tag means the scope follows the subject rather than a form somebody chose.
Widen as procedures arrive
One tag per procedure area. As you write the second and third procedure, add their tags. That keeps the scope and the content in step without a rethink each time.
Check what falls outside
Occasionally look at tickets without the tag and ask whether any of them should have had it. A scope set six months ago tends to be narrower than your procedures have become.
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